{"id":1623022,"url":"https://alion.io/job/intouchcx-team-lead-supervisor","title":"Team Lead (Supervisor)","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":63,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Clearwater, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":81000,"max_usd":182000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1378},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-29T08:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-04T00:49:29Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the Job\n\nWe’re changing the way people think about customer care, and we need your help!\n\nWe’re looking for a Team Lead (Supervisor) to provide front-line direction to our Customer Service Representatives (CSRs), ensuring quality service is provided with every customer interaction. This role involves learning and maintaining the knowledge of our partners’ brand, philosophy, products, promotions and processes. This position will also promote professional and personal development through performance evaluations, training and career pathing plans.\n\nAs Team Lead (Supervisor), You Will…\nManage and supervise CSRs \nEnsure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees\nManage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements\nAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areas\nUse critical thinking to develop solutions to improve business performance and partner success\nMotivate teams through relationship building and real-time coaching\nDevelop incentive programs to motivate CSRs to achieve desired outcomes\nCoordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team\nCollaborate with other departments within the organization (HR, IT, etc) to properly resolve issues \nBring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings\nGain expert level knowledge on all partner products and promotions\nDemonstrate a positive work ethic and commitment to achieve the best possible outcomes\nAct as a role model and exemplify our 10 Things (cultural values)\n\nAs Team Lead (Supervisor), You Have…\nHigh school diploma or equivalent (required)\nSome post-secondary education or completion of a post-secondary degree with a major in Business (combination of education and work experience will also be considered) \n1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role\nExperience dealing with escalated issues in a contact center capacity \nThe ability to type 30 WPM with accuracy\nBasic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset\nThe ability to use spreadsheet applications to maintain and develop operational reporting\nExceptional time management, organizational and prioritization skills to complete work in a timely manner\nAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environment\nThe ability to work a variety of shifts, including days, evenings and holidays","description_format":"text","description_chars":2723,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-01T20:52:45Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.417,"p_room":1,"age_days":3,"expected_fill_days":31,"reasons":["conf:19","stale_co","evergreen","wave","velocity","win:early","comp:brand"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/intouchcx-team-lead-supervisor","json_url":"https://alion.io/job/intouchcx-team-lead-supervisor.json","meta":{"generated_at":"2026-10-04T02:25:50Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3468,"day_limit":5000,"remaining_today":1532,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}