Team Lead
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Provides day-to-day leadership for a team of reps or specialists, offering coaching, monitoring performance, assisting with escalations, and ensuring service-level goals are met.
- Demonstrates strong time management, organization, and ability to work independently
- Completes tasks consistently and fairly in the order received
- Supports service levels by assisting on phones and organizing coverage as needed
- Proactively takes ownership of escalated issues to ensure timely resolution and a positive customer experience
- Communicates clearly, concisely, and professionally
- Maintains professionalism with customers, peers, and business partners
- Proactively communicates with direct supervisors regarding team performance impacts
- Effectively shares notes and feedback from cross‑department collaboration to keep teams aligned
- Participates in leadership meetings and constructively raises trends or concerns
- Occasionally leads or participates in team huddles
- Participates in and promotes team engagement
- Demonstrates ability to delegate tasks based on priority and business need
- Assists new representatives on the floor
- Conducts side‑by‑side and iFlyYou‑guided phone observations for new hires
- Identifies and communicates operational trends or issues constructively
- Demonstrates strong understanding of internal and management systems to support decision‑making and team guidance
Key Skills & Competencies
Service levels in target: 9 - 11 months
Phone Customer Satisfaction: 80 - 85%
SMS/Chat Customer Satisfaction: 4.5 - 4.7
Phone QA per month: 3 - 4
Processing QA per month: 7 - 9
KPIs
Role Development
Guidelines for Promotion into this Role
Mastered skills for phone and processing support
Interpersonal skills to train, mentor and coach
Skilled at handling escalated service requests
History of modeling behavior as it relates to production, adherence and commitment to great service
Track record of successful project work
Strong attention to detail
Beyond this Role
Common Next Roles
Trainer
Workforce Analyst
Supervisor
Underwriter
Business Analyst
Similar Roles
Coming soon!