Located in Brownsville, TX
Pay: 22.00
Job Full Description
The Call Center Lead provides day-to-day support and guidance to call center agents while assisting supervisors in ensuring smooth operations. This role acts as a point of contact for escalated issues, helps monitor performance, and provides coaching and training support to enhance service quality and productivity.
Key Responsibilities:
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Serve as the first point of contact for call center agents requiring assistance with escalations, system issues, or customer concerns.
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Monitor call queues, handle live call escalations, and ensure service level agreements (SLAs) are met.
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Support supervisors in coaching, training, and developing call center staff.
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Provide on-the-job training and mentoring for new hires and team members.
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Track team and individual performance, providing feedback and recommendations for improvement.
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Assist with scheduling, attendance tracking, and workforce coordination.
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Ensure compliance with company policies, scripts, and quality standards.
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Collaborate with supervisors and managers to share insights on recurring issues, customer trends, and team performance.
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Contribute to process improvements and initiatives to enhance the customer experience.
Qualifications:
Monday- Saturday
$22.00/hr
#2315OS
Brownsville, TX
2315
954 West Price Road
Brownsville, TX 78520
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