Customer Service - Team Lead

Job Overview: The Team Leader will supervise a team of Customer Service Officers (CSOs) within the Contact Center. This role involves managing daily operations, ensuring service levels are met, and supporting the development of the team. In addition to standard contact center leadership duties, the Team Leader will handle administrative responsibilities and ad hoc tasks as assigned by the CCM. Key Responsibilities: Team Management & Operations Supervise daily operations and monitor CSO performance to ensure service levels and KPIs are achieved. Provide coaching, feedback, and support through regular performance reviews. Manage customer complaints and resolve team-level escalations. Reporting & Performance Monitoring Track and manage team performance reports. Identify trends and recommend process improvements. Administrative & Ad Hoc Tasks Assist with administrative duties and internal/external communications. Support audits, compliance activities, and any ad hoc projects or tasks assig...