Call Center Team Lead

Overview

We are seeking an experienced Call Center Lead to lead and support a team of 15 onsite contractors during peak season. This role is hands-on and fast-paced, requiring strong people leadership, operational oversight, and the ability to drive performance in a high-volume call center environment.

Key Responsibilities

• Manage day-to-day onsite operations for a team of ~15 call center contractors during peak business periods
• Provide real-time coaching, guidance, and performance feedback to ensure productivity and quality standards are met
• Monitor call volume, service levels, and key performance indicators (KPIs), addressing issues proactively
• Serve as the primary onsite escalation point for employee, customer, and operational concerns
• Partner with workforce management and leadership to manage staffing, attendance, and schedule adherence
• Ensure contractors follow established processes, compliance requirements, and call center best practices
• Deliver onboarding support, refresher training, and just-in-time coaching as business needs evolve
• Maintain a positive, high-energy team environment while driving accountability and results

Compensation:

$20-22/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.