Contact Center Lead

Overview

Contact Center Lead

Position Summary

We are seeking a motivated, results-driven Contact Center Lead to support the daily operations of our Customer Service team. This role serves as a key partner to the Contact Center Manager by providing leadership, coaching, performance management, and operational support to ensure exceptional customer experiences and achievement of department KPIs.

The ideal candidate is an experienced contact center professional with strong leadership skills, expertise in performance coaching, experience developing Standard Operating Procedures (SOPs), proficiency in data analysis, and a passion for driving continuous improvement through technology, including AI-enabled customer service solutions.

Key Responsibilities

Team Leadership & Performance Management

• Monitor employee performance, productivity, and overall engagement.
• Conduct regular coaching sessions and provide timely, constructive feedback to team members.
• Identify performance gaps and develop corrective action plans to improve results.
• Hold Customer Service Representatives (CSRs) accountable for performance expectations, attendance, schedule adherence, and quality standards.
• Assist with onboarding, training, and ongoing development of new and existing team members.
• Create and lead team meetings, training sessions, and customer service workshops.

Contact Center Operations

• Support the Contact Center Manager in achieving and exceeding key performance indicators (KPIs), including service levels, customer satisfaction, quality assurance, first-call resolution, productivity, and attendance metrics.
• Manage and maintain CSR schedules to ensure adequate staffing coverage.
• Monitor attendance, tardiness, and schedule adherence while addressing performance concerns as needed.
• Assist with escalated customer concerns and ensure resolution in alignment with company standards.

Quality Assurance & Continuous Improvement

• Review recorded calls, customer interactions, and service metrics to identify coaching opportunities and process improvements.
• Develop, document, and maintain Standard Operating Procedures (SOPs), workflows, and training materials.
• Drive quality assurance initiatives and ensure compliance with established service standards.
• Identify opportunities to streamline processes and improve team efficiency.

Reporting & Analytics

• Prepare daily, weekly, and monthly performance reports.
• Present operational results and performance updates during daily huddles and leadership meetings.
• Utilize Excel and other reporting or data analytics tools to analyze trends, identify opportunities, and provide actionable recommendations.
• Monitor and track KPI performance to support strategic business objectives.

Technology & Innovation

• Leverage AI-powered customer service tools, chatbots, or automation technologies to improve operational efficiency and customer experience.
• Partner with leadership to identify opportunities for process automation and service enhancements.
• Assist with the implementation, optimization, and adoption of AI-driven customer support solutions.

Qualifications

Required Experience

• 3+ years of contact center, customer service, or call center experience.
• 1+ years of leadership, supervisory, or team lead experience.
• Proven experience coaching and developing customer service teams.
• Experience creating and maintaining SOPs, processes, and training documentation.
• Experience managing employee performance and accountability.
• Strong understanding of contact center metrics and KPI management.
• Managing outbound agents.

Preferred Qualifications

• Experience working with AI-powered customer support platforms, chatbots, virtual assistants, or other automation technologies.
• Experience with workforce management and scheduling tools.
• Advanced proficiency in Microsoft Excel, including reporting, data analysis, and dashboard creation.
• Experience using business intelligence or analytics tools such as Power BI, Tableau, or similar platforms.

Knowledge, Skills & Abilities

• Strong leadership and team-building capabilities.
• Excellent communication, coaching, and presentation skills.
• High attention to detail with strong analytical and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.
• Ability to influence positive change and drive continuous improvement initiatives.