Description
IntouchCX is hiring a Team Lead (Supervisor) to supervise Customer Service Representatives, ensure quality customer interactions, and support employee training, development, and engagement. The role manages operational performance against KPIs and service-level agreements, analyzes reports, coaches teams, develops incentive programs, coordinates staffing schedules, collaborates with HR and IT, and represents the company in partner meetings. Candidates need a high school diploma or equivalent, post-secondary education or a business degree, 1–2 years of contact-center or customer-service experience including at least one year in a supervisory role, escalated-issue experience, typing ability, spreadsheet skills, and availability for varied shifts.
