Team Lead – Call Center

About the role

We are seeking a motivated Call Center Team Lead to oversee a team of customer service and retention agents at our Augusta, GA location. In this role, you will coach and develop agents, manage daily operations, and ensure strong team performance.

Responsibilities

• Supervise, coach, and support a team of call center representatives.
• Conduct regular coaching sessions and deliver performance evaluations.
• Address performance, behavior, and attendance issues promptly.
• Review and analyze performance dashboards and reports to identify improvement areas.
• Support workload distribution, schedule adherence, and daily operations.
• Handle customer calls during peak times when needed.
• Collaborate with Training, Quality, and Workforce teams.
• Participate in interviewing and onboarding new hires.
• Maintain a positive, motivating, and professional team environment.

Requirements

• Previous Team Lead or Supervisory experience in a call center.
• Background in customer service or retention.
• Strong communication, coaching, and leadership skills.
• Ability to multitask and work in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Associate degree or equivalent experience (Bachelor’s preferred).
• Ability to work onsite in Augusta, GA.

Qualifications

• 2+ years of call center experience.
• Experience in high-volume customer service or retention operations.
• Familiarity with call center metrics, reporting, and performance management.