Position Details

Type Not Specified

Experience entry

Exp. Years 1-3 years

Education High school diploma or equivalent; Bachelor's degree preferred

Category Customer Success & Support

About this role

This role involves leading a remote contact center team supporting students and institutional partners, ensuring high-quality service, operational efficiency, and continuous improvement.

Key Responsibilities

Lead and coach contact center agents
Monitor performance using KPIs
Support student and customer inquiries
Ensure compliance and quality standards
Identify process improvements

Technical Overview

Focuses on contact center operations, team coaching, performance metrics, and supporting higher education programs in a remote setting.

Ideal Candidate

The ideal candidate is an experienced contact center supervisor with a background supporting higher education programs. They excel in coaching, performance management, and delivering excellent student and customer service in a remote environment.

Must-Have Skills

Experience supporting Higher Education contact center programsSupervisory or team lead experienceAbility to coach and develop agentsPerformance monitoringCustomer service excellence

Nice-to-Have Skills

Experience with student support servicesKnowledge of higher education operationsData analysis and reporting

Tools & Platforms

Contact center softwarePerformance monitoring tools

Required Skills

Contact centerCustomer serviceTeam leadershipCoachingPerformance monitoringKPI analysisStudent supportOperational excellenceProcess improvement

Hard Skills

Contact centerCustomer serviceTeam leadershipCoachingPerformance monitoringKPI analysisStudent supportOperational excellenceProcess improvement

Soft Skills

LeadershipCommunicationEmpathyProblem-solvingTeam development

Industry & Role

Industry Education

Job Function Contact center team leadership and support

Keywords for Your Resume

Contact centerCustomer serviceTeam leadershipCoachingPerformance monitoringKPI analysisStudent supportOperational excellenceProcess improvementHigher EducationSupervisory experienceTeam developmentCustomer satisfactionEmpathyProblem-solving

Deal Breakers

No experience supporting higher education contact centers, Lack of supervisory or leadership experience, Inability to coach or develop agents, No remote contact center experience

Apply for this Position →

Get matched to jobs like this

Luna finds roles that fit your skills and career goals — no endless scrolling required.

Create a Free Profile

Contact Center Team Lead - US Residents Only

Get matched to jobs like this