Contact Center Customer Service Lead

Company: ABR Employment Services
Location: Stevens Point
Posted on: May 21, 2025

Job Description:

Customer Service Team Lead - Direct Hire - Stevens Point, WI

Any additional information you require for this job can be found in the below text Make sure to read thoroughly, then apply.
Starting at $21.00/hr + full benefits, fun perks, and employee discounts
Full-time, 1st Shift - Monday-Friday (occasional weekends as needed)
ABR is actively recruiting a Customer Service Team Lead for a well-respected client in Stevens Point, WI. This is a direct hire opportunity with a company that values team spirit, growth, and an outstanding customer experience.
In this role, you'll take the lead on day-to-day floor operations, guiding the customer service team and ensuring a "customer-first" call center culture. You'll be the go-to person for all customer interaction touchpoints, working closely with staff to uphold service excellence. This position calls for strong leadership, exceptional communication, and the ability to motivate and manage a dynamic team.
If you're looking for a leadership role in a positive, team-oriented environment-this is your chance to step up and shine!

Customer Service Team Lead Duties and Responsibilities:

• Provide problem solving, leadership, decision making and analytical skills real time as needed.
• Manage customer service reps related to customer inquiries, email, chat and social media contacts.
• Be a trusted advisor for the customer service team representing the voice of the customer.
• Respond to escalated calls professionally and effectively, ensure reps do the same.
• Requires a deep understanding of our products and services to effectively manage and improve customer service operations.
• Coach and develop reps on various contact center operational strategies.
• Oversee and prepare Contact Center labor schedule ensuring proper coverage to meet call demand and metrics.
• Develop and maintain healthy employee morale and high dedication to serving our customers. Escalate reportable events to leadership as appropriate.
• Monitor, coach and train continuously as required.
• Must be proficient with Microsoft Office programs specifically Excel, Word and Outlook. - -
• Must promote and maintain a clean and safe environment.
• Work at continuous improvement and optimization of contact center operational activities supporting the best possible customer experience. - - - -
  Customer Service Team Lead Qualifications:
  • Must have excellent communication skills and proven leadership skills
  • Associates or bachelor's beneficial but not necessary.
  • Must be conscientious, resourceful, proactive, and organized.
  • Proficient in MS Office.
    ABR Employment Services is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veterans' status.PandoLogic. Keywords: Customer Service Supervisor, Location: Stevens Point, WI - 54481

Keywords: ABR Employment Services, Waukesha , Contact Center Customer Service Lead, Hospitality & Tourism , Stevens Point, Wisconsin