Call Center Team Lead

Are you a proactive leader who thrives on guiding teams to deliver exceptional customer experiences? Join CFG Bank as a Call Center Team Lead and play a pivotal role in ensuring our Call Center operates efficiently while maintaining the highest standards of service. As a mentor for our Call Center Agents (CCAs), you will lead by example—resolving complex inquiries, coaching team members, and driving performance excellence. In this dynamic leadership role, you will oversee daily operations, monitor service quality, and empower your team to provide seamless, personalized solutions that exceed expectations.

Essential Duties And Responsibilities

Leadership and Coaching

• Supervise and support a team of Call Center Agents, providing guidance, feedback, and ongoing training.
• Monitor individual and team performance metrics, ensuring service level agreements (SLAs) and quality standards are met.
• Conduct regular team meetings, coaching sessions, and performance reviews to foster growth and engagement.
  
  

Customer Experience and Escalations

• Serve as the primary escalation point for complex or sensitive customer inquiries, ensuring timely and effective resolution.
• Maintain a positive, enthusiastic, and professional tone in all interactions, modeling best practices for the team.
  
  

Operational Oversight

• Manage scheduling, workload distribution, and adherence to compliance requirements.
• Ensure accurate documentation of customer interactions and adherence to bank policies and regulatory standards.
• Collaborate with other departments to resolve cross-functional issues and improve processes.
  
  

Continuous Improvement

• Identify opportunities to enhance customer experience and operational efficiency.
• Assist in developing and implementing new procedures, training programs, and technology solutions.
  
  

Qualifications And Requirements

• Proven experience in a call center or customer service environment, with at least 1–2 years in a leadership or supervisory role.
• Strong communication skills (written and verbal) and ability to coach and motivate team members.
• Excellent problem-solving and critical thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Computer literacy and comfort with CRM and call center software.
• High school diploma or equivalent required; additional education or certifications in leadership or customer service preferred.
  
  

Compensation Disclosure

In accordance with Maryland's Equal Pay for Equal Work Act, we are committed to providing transparent wage information for all posted job opportunities. The wage range for this position is $65,000 to $70,000 annually. Compensation is determined based on factors such as Experience, Qualifications, and Internal equity.

Benefits And Additional Compensation

Additionally, this position includes a comprehensive benefits package and other forms of compensation, including:

• Employer-provided health benefits: medical insurance, dental and vision insurance, disability insurance, life insurance, mental health support services, and wellness program
• Paid time off: vacation days, sick leave, volunteer days
• Retirement plan: 401(k) with employer match
• Other compensation elements: Discretionary annual bonus and overtime pay for non-exempt positions
  
  

Eoe Statement

CFG Bank is an Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities. If you require accommodations during the application process, please contact TalentAcquisition@cfg.bank.