Team Leader, IT

Job ID Number

R5915

Employment Type

Worksite Flexibility

Job Summary

Job Description

The Call Center Specialist Team Leader is tasked with overseeing the daily operations of a call center team to ensure high-quality, efficient, and customer-focused service delivery. This role is essential in managing complex customer inquiries, providing leadership and coaching to Customer Call Center Specialists, and ensuring adherence to policies and service level expectations. This is a full-time and onsite position.

What You'll Do

• Manage and respond to complex inbound and outbound calls, ensuring resolution and customer satisfaction

• Supervise, train, and mentor call center staff to maintain service quality and performance standards

Monitor call metrics including first-call resolution, response time, and call quality; provide coaching and performance feedback

What You'll Need

• High school diploma or GED

• Minimum of 8 years of call center or customer service experience, including at least 3 years in a team leadership or supervisory role

• Demonstrated ability to lead teams in a high-volume call center environment

• Proficiency with Microsoft Office, Yardi, RentCafe, and call center systems

• Strong communication, coaching, and problem-solving skills

• Ability to manage multiple priorities and maintain performance under pressure

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

The pay range for this position is $48,000 - $52,320 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.​

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Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.