Team Lead

• Lead, support, and motivate a team of Customer Service Representatives
• Monitor team performance against quality, productivity, attendance, and customer experience goals
• Provide real-time support and guidance for complex customer interactions and escalations
• Review customer interactions to identify coaching opportunities and ensure compliance with processes and policies
• Coach team members on communication, problem-solving, de-escalation, and customer experience
• Handle escalated billing inquiries, payment issues, disputes, and account-related concerns
• Ensure accurate documentation and adherence to established processes
• Identify recurring customer issues and communicate trends to Operations and internal teams
• Conduct regular one-on-ones, coaching sessions, and performance follow-ups
• Provide clear feedback and create action plans when performance improvement is needed
• Support new-hire onboarding, nesting, and ongoing training as required
• Work closely with Operations, Quality, Training, and other internal teams to resolve issues and improve processes
• Help identify opportunities to improve workflows, knowledge resources, and customer experience
• Maintain team engagement and accountability in a fast-paced environment
• Ensure appropriate coverage and adherence to assigned schedules, including weekends when required
• Lead by example by consistently demonstrating professionalism, empathy, ownership, and excellent written communication

Explore Team Lead at Helpware. Review requirements and application details.