Call center Manager
Worksite: San Antonio, TX
Duration: 10+ months with possible extension
Day Shift - 7 AM to 4 PM - Pay Rate - $31.25/hr.
Night Shift - 4 PM - 1 AM - Pay Rate - $33.59/hr.
Workweek: 5 days per week, with 2 days off. The facility operates 7 days a week, so weekend availability may be required.
Job Description
We are seeking a Service Delivery - Delivery Lead (Team Lead) to join our dynamic team. The ideal candidate will have strong experience in people leadership, customer service operations, performance management, and issue resolution and a proven ability to drive KPIs, lead huddles, manage escalations, and deliver client satisfaction to service levels
Key Responsibilities
- Lead and manage a team of agents to deliver high-quality customer service and proactive issue resolution.
- Communicate key messages and vision from management, run daily huddles, review metrics, set targets, and clarify responsibilities.
- Be accountable for client satisfaction against SLAs and achievement of KPIs, including daily performance reporting.
- Provide guidance, handle escalations, support agents, and execute performance management.
- Deep dive into target gaps, perform root cause analysis, and implement action plans to improve results.
- Monitor progress and risks throughout the day and flag issues promptly to stakeholders.
- Ensure alignment across the team, customer, and internal stakeholders to meet overall outcomes.
Required Skills & Qualifications:
- Minimum 1 year of team leadership or management experience in customer service or operations.
- Proficiency with KPI management, SLA adherence, and escalation handling.
- Analytical problem-solving skills with ability to conduct root cause analysis.
- Clear communication and coaching abilities with focus on team performance.
Preferred Skills:
- Concierge or high-touch customer service experience.
- Experience working in a social media support environment.
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