Job Description: Team Leader (Contract / 1099 / Part-time)

Position Overview:

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We are looking for a motivated and experienced Team Leader to join our Call Center department. This hybrid role combines leadership responsibilities with hands-on customer support duties, making it ideal for individuals who thrive in fast-paced environments and lead by example.

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As a Team Leader, you will be responsible for supervising and supporting a team of customer service agents, ensuring that service standards, performance goals, and team morale remain high. At the same time, you will be actively engaged in frontline operations by handling incoming customer calls, resolving inquiries, and providing the same high level of service expected of all agents.

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This dual-function role is essential in promoting accountability, building trust within the team, and gaining real-time insights into customer needs and operational challenges. By balancing leadership duties with direct customer interaction, you will be well-positioned to drive team performance, identify coaching opportunities, and contribute to continuous improvement efforts.

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The ideal candidate is a confident communicator with strong problem-solving skills, an empathetic approach to customer care, and proven leadership capabilities. You should be comfortable switching between managing workflows, coaching team members, and delivering outstanding service on live calls.

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Key Responsibilities:

 

-Supervise daily activities of team members to ensure timely, accurate, and high-quality service delivery.

 

-Monitor individual and team performance metrics, including call handling time, resolution rates, customer satisfaction scores, and attendance.

 

-Provide regular coaching, performance feedback, and mentorship to team members.

 

-Handle customer issues and ensure prompt, effective resolution.

 

-Identify training needs and assist with onboarding and continuous development initiatives.

 

-Collaborate with management to implement process improvements and operational strategies.

 

-Foster a positive, inclusive team culture that aligns with company values and goals.

 

-Ensure compliance with company policies, service protocols, and industry standards.

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Availability needed: 

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To ensure adequate coverage and meet the needs of our clients and customers, candidates must be available to work within one of the following shifts:

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-Morning Shift: 7:00 AM – 3:00 PM

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-Evening Shift: 5:00 PM – 12:00 Midnight

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-Applicants should be able to commit to a consistent schedule within one of these time blocks. Occasional weekend or holiday availability may be requested depending on business needs. Flexibility and reliability are essential to succeed in this role.

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 Pay information:

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This position offers a competitive hourly wage of $18.00. Compensation is based on experience and performance, with opportunities for advancement and periodic pay reviews based on key performance indicators (KPIs), leadership contributions, and tenure.

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Additional incentives, such as performance bonuses, shift differentials (where applicable), and recognition programs, may be available as part of our overall compensation package.

We are committed to rewarding hard work, leadership, and consistent performance in a supportive and growth-oriented environment.

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Ideal Candidate Profile:

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• 1–2 years of team leadership or supervisory experience in a call center or customer service setting.

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• Strong communication and interpersonal skills with the ability to lead and motivate others.

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• Proven ability to manage responsibilities in a dual role—balancing individual performance and team oversight.

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• Excellent problem-solving skills and a customer-first mindset.

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• Familiarity with CRM systems, call center tools, and performance dashboards.

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• Reliable, adaptable, and comfortable working under pressure in a fast-paced environment.

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Qualifications:

• Must pass a background check

• U.S citizen 

• Education: High school diploma or equivalent required. Some college or additional certifications in customer service.

• Experience: Previous experience in customer service, call center operations, or a related field is highly preferred. 

• Communication Skills: Excellent verbal and written communication skills. Ability to communicate effectively and empathetically with customers in distress and to provide clear instructions and information.

• Problem-Solving Ability: Strong critical thinking and troubleshooting skills to assess situations quickly and determine the best course of action.

• Multitasking Skills: Ability to manage multiple tasks simultaneously in a fast-paced environment while maintaining attention to detail and accuracy.

• Calm Under Pressure: Ability to remain calm, professional, and composed in emergency situations, offering reassurance to distressed or anxious customers.

• Technology Skills: Proficient with computer systems, customer service platforms, and dispatch software. Ability to quickly learn new systems as needed.

• Team Player: Ability to work collaboratively with other agents, dispatchers, and service providers to deliver the best possible service.