Contact Center Team Lead

Role Overview

• Create a positive, dynamic work environment that promotes engagement, growth, and retention for all agents.
• Lead, support, and mentor Customer Service Specialists with professionalism, fairness, and alignment to Contact Center leadership directives.
• Exercise sound judgment while reviewing and approving escalated customer requests within Contact Center authority guidelines.
• Drive continuous improvement efforts focused on First Call Resolution and overall customer experience.
• Monitor and manage team attendance, scheduling, and time-away requests in accordance with department standards.
• Utilize Workforce Management tools to ensure adequate staffing levels are maintained.
• Lead, participate in, and develop content for team huddles.
• Conduct quality assurance reviews across all agent communication channels, ensuring compliance with policies, procedures, and service standards.
• Track and evaluate agent performance through monthly scorecards.
• Conduct monthly coaching sessions, encouraging open communication and confidential dialogue about performance and concerns.
• Perform monthly remote side-by-side engagements to support quality monitoring and agent development.
• Partner with leadership to create and implement recognition and incentive programs that reward positive behaviors and outcomes.
• Work closely with designated training staff to ensure agent development, skill-building, and ongoing proficiency.
• Identify training/performance gaps and recommend strategies to close them.
• Complete periodic and annual performance reviews for assigned staff.
• Exercise authority regarding performance appraisals, promotions, pay recommendations, development plans, and terminations (in partnership with Supervisor/Manager).
• Participate in interviewing and hiring processes.
• Support departmental continuous improvement efforts and contribute to Contact Center best practices.
• Manage escalated customer interactions to ensure thorough follow-up and resolution.
• Participate in weekly leadership meetings, sharing ideas, feedback, and action plans to drive performance and engagement.
• Attend monthly coaching sessions with leadership for personal development.
• Ensure team adherence to all United Community Bank standards, policies, and procedures.
• Support agents during high-volume events, outages, and mergers across all communication channels.
• Lead or support special initiatives and projects as assigned.
• Other duties as assigned.

Requirements

• High school diploma or equivalent required; Bachelor’s degree preferred.
• 3+ years’ experience in branch, operations, retail, or similar customer-facing environment required.
• Contact Center or customer service–focused experience preferred.
• Experience in financial services, banking technology, or software platforms with multi-disciplinary proficiency.
• Leadership, supervisory, or training experience preferred.
• Proven ability to lead with professionalism, care, respect, and consistency.
• Demonstrated ability to influence, support leadership decisions, and foster collaboration.
• Strong support of policies, procedures, and organizational standards.
• Demonstrated commitment to customer service excellence and United Community’s service values.
• Proficiency in email, chat, and other electronic communication methods.
• Strong working knowledge of banking systems and technology.
• Proficient in Microsoft Office and standard office equipment.
• Strong risk awareness and adherence to policy and procedure.
• Excellent organizational skills, task prioritization, and time management.
• Ability to multi-task with attention to detail and accuracy.
• Self-motivated and dependable, with a high regard for confidentiality across all communication formats.
• Excellent interpersonal, verbal, and written communication skills.
• Strong analytical, problem-solving, and judgment skills.
• Sense of urgency in decision-making with accuracy and confidence.
• Thorough and consistent follow-up and follow-through.
• Demonstrated ability to model appropriate personal and professional conduct.
• Commitment to achieving both personal and team performance goals.
• Successful completion of all required training with a Successful rating or above.
• Participation in Compliance, BSA/AML, and all required training programs.
• Active participation in coaching sessions, training, and team huddles.
• Bilingual or Spanish-speaking ability a plus.
• Ability to work a set or rotating schedule, including evenings and Saturdays.

Benefits

• None specified