Contact Center Team Lead

Job Summary

Seeking an experienced Contact Center Team Lead with Higher Education contact center experience, the full-time remote position will manage and develop a team of agents to deliver exceptional service, achieve performance goals, and enhance the student and customer experience.

Key Responsibilities

• Lead, coach, and develop a team of contact center agents to meet performance and quality standards
• Monitor team performance using KPIs and implement action plans for improvement
• Serve as a point of escalation for complex student and customer inquiries, ensuring professional service delivery

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1-3 years of contact center supervisory or team lead experience required
• Experience supporting Higher Education contact center programs strongly preferred
• Strong leadership, coaching, and performance management skills
• Proficiency with contact center platforms, CRM systems, and Microsoft Office