Contact Center Team Lead

OverviewUnited Community Bank is seeking a Customer Contact Center Team Lead to supervise and inspire 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 both individual and center-wide goals. As a mentor, coach, and performance driver, the Team Lead will support agents and leadership through collaboration, training, and strategic execution.What You’ll Do Create a positive, growth-oriented 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 with sound judgment and adherence to policy Manage 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 Requirements For Success 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 Conditions of Employment Supervisory Responsibility This position manages employees and is responsible for their coaching, development, and performance management. Travel Up to 10% travel required. Must be able to pass a criminal background and credit check This is a full-time, non-remote position requiring schedule flexibility, including evenings and weekends as needed FLSA Status Non-exempt 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 accommodation may be made to enable individuals with disabilities to perform the essential functions. Pay Range USD $42,061.00 - USD $64,465.00 /Yr.