Management

Team Leader - Customer Support

On-site
Full-time
$50,000 - $65,000

Lead a team of customer support representatives. Coach, mentor, and drive performance to achieve exceptional service delivery.

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Team Leader - Customer Support

About This Role

As a Team Leader at MetaCorp, you'll be responsible for leading a team of 10-15 customer support representatives, driving performance excellence, and ensuring outstanding service delivery to our clients. This role combines people management, operational expertise, and strategic thinking to achieve team and organizational goals.

Key Responsibilities

Lead and motivate a team of 10-15 customer support representatives
Monitor team performance and provide real-time coaching
Conduct regular one-on-one meetings and performance reviews
Handle escalated customer issues and complex problem resolution
Ensure team meets quality, productivity, and customer satisfaction targets
Identify training needs and facilitate skill development
Implement process improvements to enhance efficiency
Monitor adherence to schedules and manage attendance
Provide feedback to management on team performance and challenges
Foster positive team culture and employee engagement

Required Qualifications

Bachelor's degree preferred or equivalent experience
3-5 years of customer service experience with 1-2 years in supervisory role
Proven ability to lead, coach, and develop team members
Strong understanding of customer service metrics and KPIs
Excellent communication and interpersonal skills
Problem-solving mindset with ability to make quick decisions
Experience with quality monitoring and performance management
Proficiency in CRM systems and workforce management tools
Ability to work flexible hours including evenings and weekends

Nice to Have

Experience in BPO or contact center environment
Leadership or management certification
Six Sigma or process improvement training
Bilingual capabilities
Experience managing remote or hybrid teams

What We Offer

Comprehensive benefits package designed for your success and well-being

Competitive salary with performance bonuses

Comprehensive health and wellness benefits

Leadership development programs

401(k) with company match

Paid time off and holidays

Tuition reimbursement

Career advancement to management roles

Employee recognition programs

Your Career Path

Leadership development path with management opportunities:

Senior Team Leader

1-2 years

Assistant Operations Manager

2-3 years

Operations Manager

3-4 years

Senior Operations Manager

5+ years

Our Culture

What it's like to work with us

Leadership development and mentorship focus
Empowerment to make decisions and drive change
Collaborative management approach
Recognition of leadership excellence
Balance between people management and results
Opportunities to influence company direction

Ready to Join Our Team?

Take the next step in your career. Apply now and let's build something great together!

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