Job description
The Contact Center Team Lead plays a key role in supporting the overall efficiency, performance, and success of the department. This position provides operational support and leadership to ensure service excellence, goal attainment, and member satisfaction. In collaboration with the Contact Center Manager and Assistant Manager, the Team Lead helps drive strategic initiatives aimed at increasing account and loan growth through consultative, member-focused interactions.
The Team Lead fosters a culture of performance, development, and care, helping to build future leaders.
Responsibilities include
monitoring call volume, managing workflows, coaching staff, taking calls as needed, and ensuring consistent application of policies and procedures.