Job Title: Customer Service Team Lead
Location: Richmond, VA
Job Type: Contract
Max Pay Rate: $21.25/hr
Shift: Thursday - Monday | 5:30 AM - 2:00 PM
Role OverviewWeare seeking an experienced
Customer Service Team Lead to oversee daily operations of a customer service team in a fast-paced environment. This role is responsible for supervising team activities, coaching representatives, handling escalations, and ensuring performance metrics are met.
This is a hands-on leadership role requiring both customer service expertise and prior team lead experience.
Key Responsibilities- Supervise daily operations of a customer service team
- Coach and develop representatives to meet quality and performance goals
- Track daily and weekly performance statistics
- Analyze team and department results
- Troubleshoot operational issues
- Serve as escalation point for complex customer concerns
- Complete team reporting and documentation
- Ensure timely resolution of customer transactions
Required Qualifications- 4+ years of customer service experience handling complex transactions
- 1+ year of team lead or supervisory experience
- Experience managing escalations
- Microsoft Office proficiency (Excel, Word, Outlook)
- Strong organizational and problem-solving skills
Preferred Qualifications- Call center environment experience
- Bilingual (English/Spanish)
- Experience managing KPIs or performance metrics
- Ability to thrive in high-pressure environments