Call Center Lead

Job Description

Job Description

Located in Brownsville, TX

Salary : 22.00

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 :

• Serve as the first point of contact for call center agents requiring assistance with escalations, system issues, or customer concerns.
• Monitor call queues, handle live call escalations, and ensure service level agreements (SLAs) are met.
• Support supervisors in coaching, training, and developing call center staff.
• Provide on-the-job training and mentoring for new hires and team members.
• Track team and individual performance, providing feedback and recommendations for improvement.
• Assist with scheduling, attendance tracking, and workforce coordination.
• Ensure compliance with company policies, scripts, and quality standards.
• Collaborate with supervisors and managers to share insights on recurring issues, customer trends, and team performance.
• Contribute to process improvements and initiatives to enhance the customer experience.

Qualifications :

Monday- Saturday

$22.00 / hr

#2315OS

Express Office : Brownsville

954 West Price Road

Brownsville, TX 78520