{"id":4041610,"url":"https://alion.io/job/supportservicesgroup-team-leader","title":"Team Leader","company":{"id":2670795,"name":"Supportservicesgroup","domain":"supportservicesgroup.co","url":"https://alion.io/company/supportservicesgroup","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":84,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0.25,"time_to_fill_p50_days":28,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-10T19:19:38Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-11T02:58:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Title: Team Lead\nDepartment: Operations\nReports to: Program Manager\nJob Summary:\nThe purpose of the Team Lead is to be a subject matter expert (SME) on all call center processes and policies. Primary duties are to support inbound and escalated calls referred by Customer Service Professionals as well as oversee Customer Service Professionals’ behavior when providing floor support.\nDuties/Responsibilities:\nAccept and resolve escalated calls, emails or chats referred from Customer Service Professionals.\nAssist Customer Service Professionals with escalated customer calls to ensure quality assurance standards are maintained.\nCoach Customer Service Professionals on the technical aspects of calls resulting from QA monitors, client feedback and performance metrics (such as average handle time).\nOversee Customer Service Professionals’ behavior when providing floor support, including schedule adherence, proper use of statuses, etc.\nEscalate repeated behavioral issues and policy violations to the team manager.\nProvide front line support to Customer Service Professionals, answering complex questions related to processing transactions, product knowledge, client policies/procedures and/or use of systems.\nAct as a subject matter expert for multiple brands.\nResearch and troubleshoot escalated calls with customers and Customer Service Professionals; implement best course of action to resolve issues and drive first call resolution.\nPerform duties of Customer Service Professionals during high call volume periods as needed and effectively resolve customer inquiries.\nMeet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company values and standards.\nEscalate issues or immediate needs to management that may impact the department and/or client.\nMake recommendations to management team related to continuous process improvement in order to pinpoint and resolve problems, reduce errors, and prepare for marketing drives, procedural changes, new product roll out, system changes, etc.\nAbide by corporate policies and procedures in all aspects of employment; must handle confidential information appropriately.\nFoster a positive, successful, and professional work environment.\nResolve operational and interdepartmental problems quickly.\nOther duties as assigned by management.\nPerforms other related duties as assigned.\nRequired Skills/Abilities:\nExcellent knowledge of customer applications.\nProficiency with personal computers including Microsoft Word software.\nWorking knowledge of Excel, Power Point and other Microsoft Office products.\nExcellent written and verbal communication skills.\nStrong analytical and problem-solving skills.\nDemonstrated proficiency in effectively interacting with customers and employees; able to handle de-escalations to a positive end.\nAbility to rapidly acquire a thorough knowledge of clients’ processes and procedures; ability to effectively communicate those processes and procedures through training.\nAbility to appropriately handle confidential information.\nFlexible with regards to work schedule.\nBilingual a plus (Preferred).\nEducation and Experience:\nHigh School Graduate or equivalent.\nMinimum of 1-year previous experience as a call center representative.\nPrevious supervisory/leadership experience (Preferred).\nExperience servicing the S2G clients (Preferred).\nSome college preferred.\nPhysical Requirements:\nLight Work Examples: Work performed primarily while sitting at workstation; frequently operating computer keyboard and other office equipment; frequently gaining access to documents which may involve bending, stooping, lifting and reaching; occasionally walking and standing to assist Customer Service Professionals.\nReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.","description_format":"text","description_chars":3832,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-10T22:21:25Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:2","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/supportservicesgroup-team-leader","json_url":"https://alion.io/job/supportservicesgroup-team-leader.json","meta":{"generated_at":"2026-11-11T06:30:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9286,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2670795},"rest":"https://alion.io/mcp/rest/get_company?id=2670795"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsupportservicesgroup-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsupportservicesgroup-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsupportservicesgroup-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/supportservicesgroup-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsupportservicesgroup-team-leader"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4041610}},{"tool":"search_jobs","arguments":{"company":"supportservicesgroup.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4041610},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}