Call Center Team Lead

About the Company:
GoGoGrandparent’s (GoGo’s) mission is to help older adults live independently in their homes for as long as possible. We do that by tailoring existing on-demand Apps to the needs of people living with mobility, visual, cognitive and dexterity impairments. Our service is a virtual caregiver that monitors the instrumental activities of daily living (mobility, meals, groceries, medication delivery & home management) for tens of thousands of older adults around the United States. Our team of 300 is operating profitably & has not raised venture capital financing to date. The company was started in 2016 and was inspired by the cofounder’s grandmother, who still uses the platform to this day.
Position Overview:
As a Call Center Team Lead, you will be responsible for overseeing a team of up to 15 customer service operators, ensuring that performance standards are met while fostering a supportive and motivating work environment. You will play a pivotal role in coaching, mentoring, and guiding your team to success while also handling a limited number of customer calls to stay connected to both the client & operator experience.
This is a remote contract position not based in the United States of America. Shift (40 hours) are consistent with North America time zones.Key Responsibilities:
Lead and manage a team of up to 15 remote customer service operators/representatives.
Conduct weekly 1:1 meetings with tea ---------- mbers to provide feedback and support.
Organize and facilitate regular group meetings to align the team on goals and expectations.
Monitor and ensure that all tea ---------- mbers meet or exceed key performance indicators (KPIs).
Take up to 10 customer calls per week to stay engaged with the customer experience.
Foster a positive and motivating team culture that enhances morale and engagement.
Provide coaching and professional development opportunities to tea ---------- mbers.
Address and resolve any performance-related issues or concerns.
Collaborate with management to implement strategies that improve service quality.
Ensure compliance with company policies and industry regulations.
Requirements:
Proven experience as a call center team lead, supervisor, or similar leadership role.
Strong ability to motivate, coach, and develop a remote team.
Experience working in a customer service environment, preferably assisting senior citizens or individuals with disabilities.
Familiarity with call center metrics, KPI monitoring, and performance management.
Excellent communication and interpersonal skills.
Ability to effectively troubleshoot, resolve conflicts, and handle escalations.
Strong organizational and time-management skills.
Tech-savvy with experience using call center software and remote communication tools.
Comfortable working in a fully remote environment with a reliable internet connection.
Adapt training techniques to accommodate a globally diverse workforce, including agents whose first language is not English.
Preferred Qualifications:
2+ years of leadership, preferably in a call center environment.
Experience working in a start-up or rapidly growing company.
The ability to pivot goals to align with company needs.
If you are a passionate leader who thrives in a remote setting and wants to make a meaningful impact, we want to hear from you! Apply today and become part of our growing team committed to helping those in need.