Job Description

Job Description

Job Description

Call center Manager

Worksite: San Antonio, TX

Duration: 10+ months with possible extension

Day Shift - 7 AM to 4 PM - Pay Rate - $31.25/hr.

Night Shift - 4 PM - 1 AM - Pay Rate - $33.59/hr.

Workweek: 5 days per week, with 2 days off. The facility operates 7 days a week, so weekend availability may be required.

Job Description
We are seeking a Service Delivery - Delivery Lead (Team Lead) to join our dynamic team. The ideal candidate will have strong experience in people leadership, customer service operations, performance management, and issue resolution and a proven ability to drive KPIs, lead huddles, manage escalations, and deliver client satisfaction to service levels

Key Responsibilities

• Lead and manage a team of agents to deliver high-quality customer service and proactive issue resolution.
• Communicate key messages and vision from management, run daily huddles, review metrics, set targets, and clarify responsibilities.
• Be accountable for client satisfaction against SLAs and achievement of KPIs, including daily performance reporting.
• Provide guidance, handle escalations, support agents, and execute performance management.
• Deep dive into target gaps, perform root cause analysis, and implement action plans to improve results.
• Monitor progress and risks throughout the day and flag issues promptly to stakeholders.
• Ensure alignment across the team, customer, and internal stakeholders to meet overall outcomes.

Required Skills & Qualifications:

• Minimum 1 year of team leadership or management experience in customer service or operations.
• Proficiency with KPI management, SLA adherence, and escalation handling.
• Analytical problem-solving skills with ability to conduct root cause analysis.
• Clear communication and coaching abilities with focus on team performance.

Preferred Skills:

• Concierge or high-touch customer service experience.
• Experience working in a social media support environment.

BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.

Company Description

BCforward is a leading workforce solutions company connecting skilled professionals with top employers nationwide. We are committed to empowering careers through meaningful opportunities, professional growth, and exceptional support throughout the employment journey.

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