About the role

The Remote Call Center Team Lead supports a distributed customer service team by coordinating daily call center activities, assisting representatives with customer concerns, monitoring workflows, and helping maintain consistent service standards.

Requirements

• Previous experience in a call center, contact center, customer service, or support environment
• Strong leadership, coaching, and interpersonal communication skills
• Ability to provide clear guidance and constructive feedback
• Excellent organization and prioritization abilities
• Comfortable working with CRM platforms, call center software, support systems, and performance reports
• Strong problem-solving and decision-making skills
• Previous supervisory, team lead, or mentoring experience preferred
• Comfortable supporting and communicating with a distributed remote team

What you'll do

• Coordinate daily activities, priorities, and workloads for remote call center representatives
• Provide guidance and support to team members handling customer calls and service requests
• Assist representatives with escalated or complex customer situations
• Monitor call queues, workloads, outstanding requests, and general team activity
• Provide coaching and constructive feedback
• Review customer service activity to identify recurring issues