Customer Support Center Team Lead (Call Center) Job Description Sample Template

JOB TITLE:

  • Customer Support Center Team Lead (Call Center)

DUTIES and RESPONSIBILITIES:

  • Ensure a service-oriented and professional working environment by assisting with supervising the performance of team members.
  • Answer questions from staff and provide guidance and feedback.
  • Anticipate escalations and take over calls when needed.
  • Keep management informed on issues and problems.
  • Ensure adherence to policies for attendance, established procedures, etc.
  • Assist with calls when the queue is high.
  • Communicate updates and other important information to the floor.
  • Keep current with updates to products and procedures.
  • Follows all Policies and Procedures as instructed.
  • Reports and addresses actions and behaviors that fall outside of the company’s goals and standards of conduct.
  • Provides and schedules feedback meetings for Care Consultants.
  • Monitors daily, weekly, and monthly KPI reports.

EXPERIENCE and QUALIFICATIONS:

  • Must have experience managing a team in a call center environment.
  • Must have 2 years of experience in a leadership role, particularly in a call center environment.
  • Must have excellent leadership skills and abilities.
  • Must be able to provide positive and constructive feedback.
  • Must be able to handle multiple tasks at the same time with a limited amount of errors and mistakes.
  • Must be 21 years or older.
  • Must be able to pass Level 1&2 background checks and drug screening.

PHYSICAL DEMANDS:

  • The physical demands, work environment factors, and mental functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • While performing the duties of this job, the employee is regularly required to talk and hear. 
  • This employee is frequently required to stand, walk, use hands or feet, and reach with hands and arms.
  • May be required to lift a minimum of 50 pounds.