What are the responsibilities and job description for the Team Lead Customer Service position at Systems Integration, Inc.?
Location: Bethesda, MD
Team Lead Call Center Operators
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking Team Lead Call Center Operators to oversee all daily operations for a government contact center in the healthcare/medical domain, ensuring consistent, high‑quality service delivery across a 24x7x365 environment. This role provides frontline leadership, monitors team productivity, supports process adherence, and serves as an escalation point for complex customer issues. The Supervisor/Team Leads ensure consistent communication, accurate reporting, and smooth execution of operational tasks aligned within organizational goals.
Key Responsibilities:
- Provide day‑to‑day leadership, coaching, and performance support to call center staff.
- Monitor call center operations, ensuring service levels, productivity, and quality standards are met.
- Serve as the escalation point for complex or sensitive customer inquiries.
- Track team performance, attendance, and adherence to established guidelines.
- Communicate operational updates, expectations, and process changes to the team clearly and consistently.
- Prepare routine performance summaries and support management with operational insights.
- Ensure compliance with procedures and assist in identifying and implementing process improvements.
- Support onboarding, training, and skill development for call center operators.
Qualifications:
- High school diploma or equivalent required.
- Five (5) years of experience as a call center supervisor, team lead, or similar leadership role, preferably within the medical or healthcare customer service environment.
- Demonstrated experience supervising frontline customer service staff in a fast‑paced, high‑volume call center.
- Strong understanding of call center operations, including call flows, metrics, service levels, and performance management.
- Experience using call center technologies such as ACD systems, CRM platforms, ticketing systems, and call monitoring tools.
- Solid knowledge of HIPAA guidelines or other healthcare compliance requirements.
- Proven ability to coach and mentor staff, deliver feedback, and conduct effective performance reviews.
- Strong analytical skills with the ability to interpret call metrics, identify trends, and recommend improvements.
- Excellent communication and interpersonal skills, with the ability to motivate teams and support diverse staff.
- Strong problem‑solving skills and the ability to remain calm and constructive during high‑pressure or high‑volume periods.
- Commitment to high standards of customer service, professionalism, and process compliance.
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.