Team Lead Customer Service

Location: Bethesda MD

Team Lead Call Center Operators

Systems Integration Inc. (SII) is a leading provider of customer experience cloud-based services and managed IT solutions. We are seeking Team Lead Call Center Operators to oversee all daily operations for a government contact center in the healthcare/medical domain ensuring consistent highquality service delivery across a 24x7x365 environment. This role provides frontline leadership monitors team productivity supports process adherence and serves as an escalation point for complex customer issues. The Supervisor/Team Leads ensure consistent communication accurate reporting and smooth execution of operational tasks aligned within organizational goals.

Key Responsibilities:

• Provide daytoday leadership coaching and performance support to call center staff.
• Monitor call center operations ensuring service levels productivity and quality standards are met.
• Serve as the escalation point for complex or sensitive customer inquiries.
• Track team performance attendance and adherence to established guidelines.
• Communicate operational updates expectations and process changes to the team clearly and consistently.
• Prepare routine performance summaries and support management with operational insights.
• Ensure compliance with procedures and assist in identifying and implementing process improvements.
• Support onboarding training and skill development for call center operators.

Qualifications:

• High school diploma or equivalent required.
• Five (5) years of experience as a call center supervisor team lead or similar leadership role preferably within the medical or healthcare customer service environment.
• Demonstrated experience supervising frontline customer service staff in a fastpaced highvolume call center.
• Strong understanding of call center operations including call flows metrics service levels and performance management.
• Experience using call center technologies such as ACD systems CRM platforms ticketing systems and call monitoring tools.
• Solid knowledge of HIPAA guidelines or other healthcare compliance requirements.
• Proven ability to coach and mentor staff deliver feedback and conduct effective performance reviews.
• Strong analytical skills with the ability to interpret call metrics identify trends and recommend improvements.
• Excellent communication and interpersonal skills with the ability to motivate teams and support diverse staff.
• Strong problemsolving skills and the ability to remain calm and constructive during highpressure or highvolume periods.
• Commitment to high standards of customer service professionalism and process compliance.

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.