Job Description
Job Description:
Insight Global is seeking Customer Support Team Leads / Customer Service Supervisors to support a modern, video‑enabled contact center environment. This role is responsible for driving operational excellence through hands‑on coaching, performance management, and real‑time support of frontline agents. The ideal candidate is a confident, people‑focused leader who thrives in fast‑paced environments, is comfortable holding teams accountable to KPIs, and is passionate about delivering exceptional customer experiences across video, voice, chat, and email channels.
Day‑to‑Day:
• Lead, coach, and support a team of Customer Service Representatives
• Conduct regular 1:1s, feedback sessions, stand‑ups, and performance check‑ins
• Enforce KPIs including attendance, adherence, QA, and productivity
• Partner with QA teams to deliver actionable feedback and coaching plans
• Monitor real‑time operations including queues, workflow, and staffing needs
• Serve as an escalation point for complex customer or agent issues
• Occasionally assist with queue coverage during volume spikes
• Track and analyze team performance trends; report insights to leadership
• Support onboarding, training, and ramp‑up of new team members
• Maintain team engagement, accountability, and a positive culture in a remote environment
• Collaborate cross‑functionally to improve processes, documentation, and customer experience
• This is a 9 month contract to hire with an hourly rate of $23-25 hour based on experience.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Prior call center leadership experience (Supervisor, Team Lead, or equivalent)
• Strong people‑management skills in a high‑volume contact center environment
• Proven ability to manage attendance, schedule adherence, and performance
• KPI‑driven mindset (QA, occupancy, adherence, productivity metrics)
• Comfortable coaching, mentoring, and delivering direct performance feedback
• Ability to handle and resolve escalations beyond senior agent scope
• Experience supporting blended customer service channels (voice, chat, video, email)
• Strong written and verbal communication skills
• Professional, calm, and empathetic leadership style under pressure
• Comfortable working remotely with distributed teams
• Professional on‑camera presence and distraction‑free workspace
• High level of accountability, integrity, and reliability
Nice to Have Skills & Experience
• Experience supporting video‑based contact centers
• Familiarity with QA processes, performance audits, and coaching frameworks
• Experience with Zoom Contact Center, Gladly, or similar platforms
• Background managing blended channel teams (voice, chat, video, email)
• Experience building or maintaining dashboards, reports, or KPI trackers
• Involvement in onboarding, training, or ramp‑up programs
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.