Call Center Team Lead
Call Center Team Lead
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Job Description
Job Details
Description
Capitol Bridge LLC is seeking a full-time Team Lead to join our Disability Applicant Support team in Columbia SC. Since our establishment we have been committed to enhancing government services for our clients. We are seeking an experienced Team Lead to help drive day-to-day operations support staff development and ensure alignment with service level agreements for our South Carolina Department of Health and Human Services project.
The call center operates from 8:00 AM to 5:00 PM Monday through Friday and the position offers an excellent pathway to grow within the team.
Pay and Benefits:
Base Rate: $45000 per year
Health Dental and Vision benefits
401(k) plan with company match
Paid holidays
Paid Time Off (PTO)
Key Responsibilities:
Serve as a role model in promoting a positive work environment and team accountability
Provide coaching guidance and daily workflow support to Case Managers
Conduct initial performance feedback conversations and escalate to Supervisors as needed
Monitor queues and ensure daily task alignment with production goals
Participate in audits and reviews to ensure pre-QA readiness
Support training delivery and knowledge-sharing initiatives
Assist with enforcing departmental policies and expectations
Duties and Responsibilities:
Act as a point of contact for team-related questions and minor escalations
Ensure real-time adherence to production and quality expectations
Track and report work progress; flag delays or process breakdowns
Log into case queues as needed to support production during peak periods
Collaborate closely with Supervisors QA and Training to resolve challenges
Communicate timely updates and changes to front-line staff
Maintain basic records and ensure staff have appropriate tools and access
Perform other duties as assigned to support program success
Education and Qualifications:
At least 6 months in a team leadership coaching or mentorship role
Minimum 2 years of customer service case coordination or call center experience
Excellent verbal and written communication skills
Ability to exercise good judgment and take initiative in day-to-day problem solving
Organized and effective at time management and task prioritization
Familiarity with Microsoft Office and CRM tools; Excel proficiency preferred
Bilingual is a plus but not required
Reasonable Accommodation If you require alternative methods of application or screening you must approach the employer directly to request this. To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. EEO Statement CAPITOL BRIDGE is an Equal Opportunity Employer. All employment decisions at CAPITOL BRIDGE are based on business needs job requirements and individual qualifications without regard to race color religion or belief national social or ethnic origin sex (including pregnancy) age physical mental or sensory disability HIV Status sexual orientation gender identity and/or expression marital civil union or domestic partnership status past or present military service family medical history or genetic information family or parental status or any other status protected by the laws or regulations in the locations where we operate. Texting Notice We communicate with applicants by text in addition to email and phone. If you apply for this position we may text you about this position your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you you can opt out at that time.
Employment Type
Full-Time
