Contact Center Team Lead

About the role

If you’re looking to work for a company that’s upbeat, supportive, and a 5x recipient of Madison’s “Top Workplaces” Award, let's connect! pc/nametag is an entity of Avery Products Corporation, which means you get the best of both worlds: the close-knit culture of a 90+ person team, backed by the strength and success of a growing global network. pc/nametag is looking for a customer-focused, positive, and supportive leader to join our contact center as a Customer Experience Team Lead. In this role, you’ll help lead the day-to-day operations of the team while supporting, coaching, and developing 7–10 Event Specialists to deliver an exceptional customer experience. Our customers are planning important meetings and events, often with deadlines that can’t move. You’ll work closely with other Team Leads and the Customer Experience Manager to keep daily operations running smoothly, troubleshoot challenges, monitor team performance, and ensure our customers receive the quality, service, and support they expect from pc/nametag. At pc/nametag, we value teamwork, strong relationships, continuous improvement, and recognizing the contributions of our employees. We’re looking for someone who brings positivity, integrity, and a collaborative leadership style to our close-knit PCN Tag Team—and who enjoys having a little fun along the way! If you enjoy supporting and developing others, solving problems, and jumping in to help in a fast-paced customer environment, we want to hear from you!

Responsibilities

• Manage daily contact center operations, including monitoring phone and email service levels to ensure an outstanding customer experience.
• Provide day-to-day leadership, guidance, and support to a team of 7–10 Event Specialists through team channels.
• Monitor quality and performance, provide consistent feedback, and coach team members to achieve individual and team KPIs.
• Lead employee onboarding, training, and ongoing development to build team knowledge, confidence, and performance.
• Coach team members to identify relevant upselling and cross-selling opportunities that support customer needs.
• Handle escalation calls and facilitate resolution to ensure customer satisfaction and repeat business
• Identify opportunities to improve customer service processes, operational efficiency, automation, and the overall customer experience.
• Collaborate with other Team Leads and the Customer Experience Manager to ensure effective staffing, workflow, and daily service levels.
• As needed, assist customers and enter orders for pc/nametag’s full line of products and services accurately and efficiently.

Requirements

• Bachelor’s degree preferred, or an equivalent combination of post-high school education and relevant work experience.
• 2+ years customer service experience
• 3+ years of contact center leadership or supervisory experience
• Proven experience of being a mentor and coaching employees to succeed and grow
• Experience monitoring team performance, service levels, and KPIs and using results to drive