Customer Service Representative Team Lead
Job in
Cincinnati, Hamilton County, Ohio, 45208, USA
Listed on 2026-07-27
Listing for:
BuzzClan
Full Time
position Listed on 2026-07-27
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Mgr./ CSM, Call Center / Support, HelpDesk/Support
Job Description & How to Apply Below
Job Title:
Team Lead – Call Centre (Customer Service Representative Team Lead)
Duration: Long-Term Contract
Shift: Must be able to work any shift between 8:00 AM and 8:00 PM EST
Role Overview
Our client is seeking an experienced CSR Team Lead to oversee day-to-day Contact Center operations while delivering exceptional customer service and operational excellence. The ideal candidate will have hands-on experience leading customer service teams, managing call center performance, coaching employees, handling escalated customer issues, and driving quality, productivity, and continuous process improvement within a banking or financial services environment.
Must-Have Skills (Pass/Fail)
- Bachelor's degree or equivalent work experience.
- 1–3+ years of Team Lead or Supervisory experience in a Call Center/Contact Center environment.
- Experience leading Customer Service Representatives (CSR) and managing daily call center operations.
- Strong experience handling customer escalations and complex service issues.
- Experience monitoring KPIs, SLAs, call quality, productivity, and service levels.
- Experience conducting quality monitoring, coaching sessions, and employee performance reviews.
- Experience training, mentoring, onboarding, and developing customer service representatives.
- Strong leadership, communication, analytical, problem-solving, and organizational skills.
- Experience managing workforce scheduling, attendance, and operational workflow.
- Knowledge of cross-selling and upselling customer products and services.
- Proficiency with Microsoft Office (Excel, Word, Outlook, PowerPoint).
- Banking, Financial Services, or Contact Center operations experience preferred.
- Ability to work flexible shifts between 8:00 AM and 8:00 PM EST
.
Preferred Skills
- Banking or Financial Services customer service leadership experience.
- Experience with Voice of Customer (VOC), Quality Assurance (QA), and continuous improvement initiatives.
- Knowledge of workforce management, call center reporting, and performance metrics.
- Experience supporting process improvement and operational excellence initiatives.
- Familiarity with CRM, call center platforms, and workforce management tools.
- Experience managing cross-functional teams in a fast-paced customer service environment.
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