Salary Range: $38,769.00 To $57,876.00 Annually
About the Role
United Community Bank is seeking a Customer Contact Center Team Lead to directly supervise a team of Customer Service Specialists. This role is pivotal in driving agent performance, fostering a dynamic and engaging work environment, and ensuring the team meets and exceeds individual and center-wide goals. The Team Lead will serve as a mentor, coach, and performance driver, supporting both the agents and leadership through collaboration, training, and strategic execution.
What You’ll Do
- Create a positive, growth-oriented work environment for Customer Service Specialists
- Monitor agent performance through scorecards, coaching sessions, and quality assurance reviews
- Lead team huddles, training initiatives, and recognition programs to boost morale and engagement
- Approve escalated customer requests using sound judgment and adherence to policy
- Manage team scheduling and attendance using WFM tools
- Conduct monthly side-by-side engagements and annual performance reviews
- Collaborate with trainers to identify and close skill gaps
- Participate in hiring, onboarding, and performance management decisions
- Support high-volume events and system outages across all customer support channels
- Ensure compliance with all bank policies, procedures, and regulatory training requirements
What We’re Looking For
Experience
- Minimum 3+ years in a branch, operations, or retail environment
- Prior Contact Center experience preferred
- Leadership, training, or supervisory experience strongly preferred
- Proven ability to mentor and lead with professionalism and fairness
Education
- High school diploma or equivalent required
- Bachelor’s degree in a relevant field preferred
- Equivalent combination of education and experience will be considered
Required Skills
- Strong interpersonal, verbal, and written communication skills
- Proficiency in Microsoft Office and banking technology platforms
- Ability to multi-task, prioritize, and maintain accuracy under pressure
- Risk-minded with sound judgment and decision-making skills
- High level of confidentiality and dependability
- Commitment to personal and team growth, coaching, and development
- Successful completion of all required training and compliance programs
- Ability to work flexible schedules including evenings and Saturdays
Preferred Skills
- Bi-lingual or Spanish-speaking ability
- Experience with email/chat support platforms
- Familiarity with WFM scheduling tools
Supervisory Responsibility
This position manages employees and is responsible for their coaching, development, and performance management.
Travel:
- Up to 10% travel required.
Conditions of Employment:
- Must be able to pass a criminal background & credit check
- This is a full-time, non-remote position requiring schedule flexibility, including evenings and weekends as needed.
FLSA Status:
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Read Full Description