Technical Call Center Team Lead

Overview

The Team Lead oversees day-to-day operations of a customer service team supporting customers for an internet service provider. This role provides frontline leadership, real-time queue oversight, and first-level escalation support for critical issues while mentoring team members to improve technical capability, efficiency, and customer experience. The Team Lead is accountable for ensuring service level objectives are met and for maintaining a stable, high-performing support operation.

Responsibilities

• Lead the customer service team by providing day-to-day leadership, mentorship and oversight
• Ensure all cases and escalations are followed up with in a timely and efficient manner
• Ensure adequate phone coverage to meet KPI's. Monitor queues, adjust staffing, monitor cross-trained support, and take calls as needed
• Document and maintain processes by creating SOP's for training purposes
• Set and monitor targets for support staff, focusing on continuous improvement to ensure KPI's and customer satisfaction goals are achieved
• Act as lead contact with new external customer. Create dashboards, provide reporting, and develop positive relationships with external counterparts
• Partner with external customers on new product releases, ensuring the team is trained and prepared
• Other duties as assigned

Requirements

• Previous call center experience preferred
• Must have excellent leadership skills
• Ability to motivate and devise effective techniques to improve team performance
• Strong coaching and mentoring capabilities
• Ability to handle multiple tasks simultaneously without errors or mistakes
• Ability to work independently with limited guidance
• Excellent oral and written skills; ability to respond positively to customer emotions, stress and negative circumstances; ability to overcome objections using skillful persuasion
• Intermediate skills with Microsoft Office Suite including Excel and PowerPoint

Benefits

Panasonic is committed to supporting your total wellbeing through a wide variety of benefits and wellness programs to support your physical, emotional, financial, and social health. Here's what you can expect:

• Health Benefits – Medical, dental, and vision
• Voluntary Benefits – Life, accident, critical illness, disability, and pet insurance
• Panasonic Retirement Savings & Investment Plan (PRSIP) – 401(k) plan with company matching contributions
• Paid Time-Off Benefits – PTO, holidays, and volunteering (company sponsored events)
• Health Management and Wellbeing Programs – EAP, virtual health management (Teledoc), Lifestyle program, Diabetes Management (Livongo), Mindful by Blue KC, and A Healthier You program

Pay

The wage range of $22.00 - $24.00 is just one component of Panasonic's total package. Actual compensation varies depending on the individual's knowledge, skills, experience, and location. The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.