Call Center Team Lead

Job Title:

Call Center Team Lead Location:

Remote/Work-from-Home Department:

Poli Hourly Rate:

$16.50/hr ($16.00/hr during training) Reports to: Poli Operations Supervisor Position Summary The Call Center Lead plays a dual-role within the call center, spending part of their time performing leadership and management functions and part of their time taking calls. This position supports the Operations Supervisor in driving performance, coaching team members, and ensuring a high level of customer satisfaction while also remaining hands-on and customer-facing. Key Responsibilities Leadership & Management Duties

• Assist the Call Center Supervisor in managing, coaching, and leading a team of customer service representatives.
• Provide ongoing coaching, mentoring, and performance feedback to team members to help them meet or exceed individual and team goals.
• Monitor and analyze performance metrics such as average handle time, quality scores, attendance, and customer satisfaction; identify trends and implement corrective actions as needed.
• Ensure team adherence to company policies, procedures, and performance standards, including all regulatory and compliance requirements.
• Participate in the recruitment, interviewing, selection, and onboarding of new team members.
• Assist with training initiatives and support the ongoing development of team members' skills and product knowledge.
• Foster a positive team environment that emphasizes accountability, teamwork, collaboration, and continuous improvement.
• Collaborate with internal departments such as Training, Quality Assurance, and Workforce Management to support efficient daily operations.
• Prepare and maintain accurate documentation, reports, and records related to performance, attendance, and other key performance indicators.
• Assist in developing and implementing strategies to improve productivity, quality, and overall customer experience. Customer Service Duties
• Handle outbound calls, with a focus on servicing the company's largest and most high-profile clients.
• Resolve customer inquiries, issues, and complaints professionally and efficiently.
• Serve as an escalation point for complex or sensitive customer concerns when needed.
• Model best practices in customer service, communication, and problem resolution for the team. Qualifications
• High school diploma or equivalent required; some college coursework or relevant education preferred.
• Minimum of 2 years of experience in a call center or customer service environment.
• At least 1 year of experience in a team lead, senior representative, or similar leadership role.
• Strong leadership, coaching, and people management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple tasks and priorities in a fast-paced, high-volume environment.
• Solid understanding of call center metrics, performance management, and quality assurance practices.
• Experience with call center technology, CRM platforms, and telephony systems.
• Ability to work flexible schedules, including weekends and holidays as business needs require.
• Bilingual proficiency in English and Spanish is a plus.