Contact Center Team Lead / Supervisor

Key Responsibilities: Team Leadership & Support Provide daily guidance, coaching, and support to assigned agents Reinforce customer service expectations, workflows, and policies Assist with onboarding and ongoing development of team members Performance Monitoring Monitor agent performance, including call quality, productivity, and adherence Conduct regular coaching sessions to address performance gaps and reinforce strengths Support performance improvement efforts as needed Escalation Handling Serve as the first point of escalation for complex or sensitive customer issues Ensure timely resolution and proper documentation of escalated cases Operational Support Monitor daily operations to ensure adequate coverage and responsiveness Partner with leadership, QA, and Workforce Management teams to support service levels Communicate operational updates and team needs to management

Qualifications: Required High school diploma or equivalent (associate or bachelor's preferred) 3+ years of customer service or contact center experience 1+ year of experience in a lead, senior agent, or supervisory role Experience coaching and supporting team performance Preferred Experience in financial services or regulated environments Familiarity with contact center metrics and quality standards

What Success Looks Like: (612 Months) Team consistently meets service level and quality expectations Demonstrates effective coaching and team engagement Handles escalations confidently and professionally Growth Opportunities Senior Supervisor / Operations Lead Program Management Cross-functional roles (QA, Training, WFM)