Job Summary: 
The Customer Service Lead supervises temporary Customer Service Representatives (CSRs) and manages customer-facing transactions, interactions, and escalations. This role ensures the team delivers timely, accurate, and customer-focused service while maintaining compliance with company standards and contractual obligations. The Team Leader provides leadership, coaching, and operational oversight to drive performance and engagement. 

Essential Job Duties and Responsibilities: 

Team Leadership & Performance 

• Lead and motivate a team of temporary CSRs to meet KPIs and service level targets. 

• Act as a process and procedural expert, ensuring staff have the skills and knowledge to resolve inquiries effectively. 

• Monitor call quality and customer experience; provide coaching and feedback to improve performance. 

• Implement performance agreements and development plans for team members. 

• Communicate management objectives and align team efforts to achieve them. 

• Foster a positive work environment. 

Operational Oversight 

• Approve timecards and manage data changes for assignments. 

• Manage real-time service levels, roster adherence, absenteeism, and attendance. 

• Prepare and analyze daily, weekly, and monthly performance reports. 

• Identify training needs and coordinate development activities. 

• Must be able to work various shifts, including weekends and overnight. 

• Performs tasks normally carried out by CSRs when required. 

• Performs other duties as assigned. 

Customer Experience 

• Ensure accurate information and problem resolution for customer inquiries and complaints. 

• Handle escalated customer issues when necessary. 

Compliance & Safety 

• Ensure compliance with legal, regulatory, company policies, and code of conduct, including safety standards. 

• Report incidents and hazards as required. 

Education and Qualifications: 

• Minimum 2 years as a Senior Customer Service Representative. 

• At least 4-6 years of contact center experience. 

• Proven leadership capability in a dynamic environment. 

• Strong time management and prioritization skills. 

• Proficiency in Microsoft Office and contact center systems. 

• Understanding of workplace safety standards.