Description
Summary of Essential Functions:
We are looking for an experienced Call Center Team Lead to oversee the daily operations of our global 24/7 call center. You will be responsible for driving customer satisfaction through outstanding customer service practices, utilizing performance tools to maximize performance. The goal is to achieve excellent performance from your team that will bring sustainable business growth.
Specific Duties and Responsibilities:
- Answer questions from customer service reps and provide guidance and feedback.
- Anticipate escalation and take over calls when needed.
- Devise ways to optimize procedures and keep staff motivated.
- Measure performance with key metrics, coach and mentor staff
- Ensure adherence to policies for attendance, established procedures etc.
- Keep management informed on issues and problems.
- Approve weekly timesheets for your team
- Help prepare monthly/annual results and performance reports.
- Assist in any special projects as needed.
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Education & Experience:
- High school diploma or equivalent and 5+ years of prior relevant experience
- Proven experience as call center team lead or similar supervisory position
- Experience in customer service is essential.
- Proficient in English; Good knowledge of additional languages will be a definite plus.
- Working knowledge of MS Office
- Tech savvy with knowledge of telephone equipment and relevant computer programs
- Outstanding communication and negotiation abilities
- A results-oriented approach
- Excellent organizational and leadership skills
- Ability to work under pressure and multi-task
Original Posting:
July 18, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
Pay Range:
Pay Range $50,700.00 - $91,650.00
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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