Team Lead – Call Center

Team Lead - Call Center (Onsite)

Location: Augusta, GA

Pay Rate: $20/hr on W2

Shift Timing: Monday-Friday, between 8:00 AM - 8:00 PM EST

Employment Type: Full-Time, Onsite

About the Role

We are seeking a motivated Call Center Team Lead to oversee a team of customer service and retention agents at our Augusta, GA location. In this role, you will coach and develop agents, manage daily operations, and ensure strong team performance. You will supervise 15-20 agents and help maintain a positive and productive work environment.

Key Responsibilities

• Supervise, coach, and support a team of call center representatives.
• Conduct regular coaching sessions and deliver performance evaluations.
• Address performance, behavior, and attendance issues promptly.
• Review and analyze performance dashboards and reports to identify improvement areas.
• Support workload distribution, schedule adherence, and daily operations.
• Handle customer calls during peak times when needed.
• Collaborate with Training, Quality, and Workforce teams.
• Participate in interviewing and onboarding new hires.
• Maintain a positive, motivating, and professional team environment.

  Requirements

• Previous Team Lead or Supervisory experience in a call center.
• Background in customer service or retention.
• Strong communication, coaching, and leadership skills.
• Ability to multitask and work in a fast-paced environment.
• Strong analytical and problem-solving abilities.
• Associate degree or equivalent experience (Bachelor’s preferred).
• Ability to work onsite in Augusta, GA.

  Preferred Qualifications

• 2+ years of call center experience.
• Experience in high-volume customer service or retention operations.
• Familiarity with call center metrics, reporting, and performance management.