CSR Lead

Duties

• Provide daily leadership, guidance, and oversight to Customer Service Representatives
• Monitor workload distribution and ensure timely completion of customer inquiries
• Perform quality assurance reviews and provide coaching and feedback to team members
• Ensure compliance with established policies, procedures, and performance standards
• Aid with onboarding, training, and mentoring new employees
• Track team performance metrics and support continuous process improvement initiatives
• Escalate complex customer issues and operational concerns to program management
• Support management with reporting, scheduling, and operational coordination as required
• Performs additional duties as assigned

Requirements

• High school diploma or equivalent required; Associates preferred
• Minimum of three (3) years of experience in customer service or help desk operations
• Four (4) years of overall experience (for Associates) or six (6) years (for HS)
• At least one (1) year of supervisory, lead, or team coordination experience
• Familiarity with customer service systems, operational processes, and compliance requirements
• Strong leadership, communication, and organizational skills
• Ability to coach team members while maintaining a collaborative and customer-focused environment
• Proficiency with Microsoft Office Suite

Benefits

• This position is covered by Service Contract Labor Standards (SCLS) under the McNamara-O'Hara Service Contract Act.
• Compensation and fringe benefits are provided in accordance with the applicable U.S. Department of Labor Wage Determination for the contract and work location.

Pay

(Not specified)

Schedule

(Not specified)

Qualifications

(Not specified)

Skills

(Not specified)

Benefits

• This position is covered by Service Contract Labor Standards (SCLS) under the McNamara-O'Hara Service Contract Act.
• Compensation and fringe benefits are provided in accordance with the applicable U.S. Department of Labor Wage Determination for the contract and work location.