Inbound Team Lead - Ken Garff Listening Center

Inbound Team Lead

The Ken Garff Listening Center is seeking a customer-focused and motivated Inbound Team Lead to join our team. At the Listening Center, we believe in creating a supportive, engaging workplace where employees feel valued and have opportunities to grow. The Inbound Team Lead plays an important leadership role by coaching, developing, and supporting our agents as they deliver a world-class customer experience.

The ideal candidate is a confident communicator, an attentive listener, and a detail-oriented leader who enjoys helping others succeed.

Pay: $20 per hour, depending on experience

The Listening Center is open:
Monday through Friday: 6:00 a.m.–7:00 p.m. Saturday: 8:00 a.m.–4:30 p.m. Sunday:
Closed This is an in-office position. Team Leads are required to work a rotating Saturday schedule.

• Lead and support a team of approximately 12–18 contact center agents.
• Inspire and motivate team members to perform at their highest level while providing timely, efficient, knowledgeable, and professional customer service.
• Provide ongoing coaching, training, feedback, and product information to contact center agents.
• Monitor live calls, review recorded calls, and analyze performance and production reports to identify coaching opportunities and improve agent performance.
• Establish clear performance expectations and hold team members accountable for meeting attendance, quality, productivity, and customer service standards.
• Conduct regular one-on-one coaching sessions, team meetings, and performance discussions.
• Lead positive and engaging team meetings to communicate company and client updates, recognize accomplishments, review performance results, and encourage collaboration.
• Complete annual performance reviews for direct reports.
• Address employee performance and conduct concerns and issue corrective action when appropriate.
• Review and approve employee timecards and ensure timekeeping records are complete and accurate.
• Manage time-off requests and review schedules created by the Workforce Management team to ensure appropriate staffing and business coverage.
• Monitor attendance and ensure attendance policies and procedures are applied consistently.
• Participate in the interviewing, selection, hiring, and onboarding of new employees.
• Maintain current knowledge of company systems, applications, policies, procedures, products, and client requirements.
• Respond appropriately and empathetically when employees experience work-related or personal concerns, providing coaching, direction, and available resources.
• Exercise sound judgment when escalating employee concerns or sharing information with Contact Center leadership or Human Resources.
• Assist with customer escalations and provide timely, professional resolutions.
• Answer customer calls during periods of high call volume or as directed by Operations leadership.
• Ensure work is performed in accordance with company policies, client requirements, and applicable local, state, and federal laws and regulations.
• Maintain the confidentiality of employee, customer, and company information.
• Perform additional responsibilities as assigned by management.

• Must be at least 18 years old and authorized to work in the United States.
• High school diploma or GED required.
• Associate degree or an equivalent combination of education and experience preferred.
• At least two years of call center or customer service experience required.
• At least two years of leadership, management, or supervisory experience in a customer service environment required.
• Demonstrated experience coaching, developing, and motivating employees.
• Strong verbal and written communication skills.
• Ability to provide clear, constructive, and timely feedback.
• Strong judgment and…