Express Services
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Call Center Lead
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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:
- High school diploma or equivalent required
- 1–2 years of experience in a call center environment; prior lead or mentoring experience strongly preferred.
Monday- Saturday
$22.00/hr
#2315OS
Express Office: Brownsville
954 West Price Road
Brownsville, TX 78520
Email us
Apply Now
Call Center Lead
Share
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:
- High school diploma or equivalent required
- 1–2 years of experience in a call center environment; prior lead or mentoring experience strongly preferred.
Monday- Saturday
$22.00/hr
#2315OS
Express Office: Brownsville
954 West Price Road
Brownsville, TX 78520
Email us
Apply Now
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