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Call Center Lead Jobs (NOW HIRING)

ttg Talent Solutions

OTC Call Center Lead

Doral, FL · On-site

$19 - $20/hr

OTC Call Center Lead LOCATION: Doral, FL TYPE: Full-Time, Onsite SCHEDULE : 40 hours per week. M -F TYPE OF CONTRACT : Temp to perm PAY RATE: $20.00 per hour DESCRIPTION: ttg Talent Solutions is ...

Sky Resorts

Call Center Lead

Sky Valley, CA · On-site

$25 - $30/hr

We are seeking a motivated Call Center Lead to oversee our call center operations and drive revenue growth for Sky Resorts. This individual will be responsible for leading a team of call center ...

Bath Concepts

Call Center Representative

Albuquerque, NM · On-site

$18 - $20/hr

Call Center Lead-Setter Poulin Design Center has been a family-owned home remodeling company for over 40 years! We are seeking a Call Center Lead-Setter who embodies our company culture, demonstrates ...

Pavlov Media, Inc.

Call Center Lead, MDU

Champaign, IL · On-site

Call Center Lead Pavlov Media is seeking a driven Call Center Lead to oversee and support daily operations of our customer support center. This role is critical in ensuring high-quality service ...

Rare Collectibles TV LLC

Call Center Lead

Torrance, CA · On-site

Description RCTV is looking for full-time Lead Call Center Representatives to work on-site at our Torrance, CA location. This position is not remote . We are currently hiring for Tuesday-Sunday ...

Solis Health Plans

OTC Call Center Lead

Doral, FL · On-site

$20/hr

POSITION SUMMARY The OTC Call Center Lead is responsible for overseeing the daily operations of a high-volume call center team supporting over-the-counter (OTC) benefits. This role ensures that ...

SOLIS Health Plans

OTC Call Center Lead

Miami, FL · On-site

POSITION SUMMARY The OTC Call Center Lead is responsible for overseeing the daily operations of a high-volume call center team supporting over-the-counter (OTC) benefits. This role ensures that ...

EyeSouth Partners

Corporate Lead Call Center Rep

Position Summary We are actively recruiting for a Corporate Lead Call Center Representative to join our growing team at Eye South Partners If you wish to join a growing team with favorable benefits ...

American Savings Bank

Customer Call Center Lead

Honolulu, HI · On-site

$15.25 - $19.75/hr

Minimum three (3) years of experience in Customer Service for a retail or financial institution (call center or other customer-facing role). Required Skills or Training * Demonstrated customer ...

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Call Center Lead information

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How much do call center lead jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for call center lead in the United States is $22.96, according to ZipRecruiter salary data. Most workers in this role earn between $17.55 and $25.48 per hour, depending on experience, location, and employer.

What is a call center lead?

Call Center Leads are supervisory professionals responsible for overseeing a team of call center agents. They monitor daily operations, provide guidance and coaching to staff, ensure customer service standards are met, and help resolve complex customer issues. Additionally, they may assist with scheduling, performance evaluations, and implementing new policies or procedures to improve efficiency. Their role is crucial for maintaining a productive and positive call center environment.

What are some common challenges faced by a call center lead, and how can they be effectively addressed?

Call Center Leads often encounter challenges such as managing high call volumes, ensuring consistent team performance, and resolving escalated customer issues. To address these, effective time management and prioritization are essential, as is fostering open communication within the team. Utilizing real-time performance metrics, providing regular coaching, and encouraging a supportive team environment can help maintain service quality and employee morale. Additionally, leads should stay adaptable and proactive in addressing workflow changes or technical issues as they arise.

What are the key skills and qualifications needed to thrive as a call center lead, and why are they important?

To thrive as a Call Center Lead, you need expertise in customer service, team supervision, and problem-solving, often supported by prior call center experience or supervisory training. Familiarity with call center software (like CRM systems and workforce management tools) and strong reporting skills are typically required. Excellent communication, conflict resolution, and motivational abilities are key soft skills that help foster a productive team environment. These skills are crucial for ensuring high performance, customer satisfaction, and smooth daily operations in a fast-paced call center.

What is the difference between Call Center Lead vs Call Center Supervisor?

AspectCall Center LeadCall Center Supervisor
ResponsibilitiesOversees daily team activities, provides coaching, and supports agents in meeting targets.Manages team performance, handles escalations, and ensures overall operational efficiency.
Required CredentialsHigh school diploma or equivalent; experience in customer service roles.High school diploma or higher; leadership experience preferred.
Work EnvironmentFast-paced call center setting, often with direct interaction with agents.Office-based, overseeing team operations and performance metrics.
Common UsageUsed by companies to denote team-level leadership roles in call centers.Used for managerial roles responsible for multiple teams or shifts.

While both roles involve supervising call center staff, a Call Center Lead typically focuses on supporting agents and ensuring daily tasks are completed, whereas a Call Center Supervisor has broader managerial responsibilities, including performance management and escalation handling.

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What states have the most Call Center Lead jobs?

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What are popular job titles related to Call Center Lead jobs?

For Call Center Lead jobs, the most frequently searched job titles are:

Call Center Lead jobs near you
Infographic showing various Call Center Lead job openings in the United States as of August 2026, with employment types broken down into 89% Full Time, 9% Part Time, and 2% Contract. Highlights an 89% Physical, 3% Hybrid, and 8% Remote job distribution, with an average salary of $47,765 per year, or $23 per hour.

OTC Call Center Lead

Doral, FL • On-site

ttg Talent Solutions
Recruiting and Staffing Services • 11 - 50 employees
Learn more about ttg Talent Solutionsexternal

$19 - $20/hr

Full-time

Posted 9 days ago

Job description

OTC Call Center Lead
 
LOCATION: Doral, FL
TYPE: Full-Time, Onsite
SCHEDULE : 40 hours per week. M -F 
TYPE OF CONTRACT: Temp to perm
PAY RATE: $20.00 per hour
 
DESCRIPTION:
ttg Talent Solutions is seeking an experienced and service-focused OTC Call Center Lead to oversee and support the daily operations of a high-volume call center team serving over-the-counter (OTC) benefit members.
This position provides hands-on guidance to call center agents while helping ensure inbound and outbound calls are handled efficiently, customers receive accurate information regarding product orders, eligibility, and benefits, and service standards are consistently maintained.
 
The OTC Call Center Lead serves as a key resource for escalated customer concerns, agent development, performance monitoring, workforce coverage, and operational support. This individual will collaborate closely with leadership and other internal teams to maintain service levels and promote efficient call center operations.
 
Team Leadership & Support
  • Provide daily guidance, direction, and support to call center agents.
  • Serve as the first point of contact for escalated customer concerns and help ensure timely resolution.
  • Assist with workforce scheduling and coverage planning.
  • Foster a positive, collaborative, and high-performing team environment.
Performance Management
  • Monitor and evaluate agent performance, including call quality, productivity, and adherence.
  • Conduct call audits and provide coaching and constructive feedback.
  • Track key performance indicators (KPIs), including service levels, response times, and customer satisfaction.
  • Support leadership with operational reporting and performance analysis.
Training & Development
  • Assist with onboarding and training new hires.
  • Provide ongoing coaching and development to improve individual and team performance.
  • Communicate updates involving policies, procedures, processes, and systems.
  • Share best practices to enhance service delivery and operational consistency.
Operational & System Support
  • Serve as a subject matter expert for OTC systems and call center tools.
  • Troubleshoot system and process issues and escalate concerns when necessary.
  • Partner with IT and management to address system gaps and operational inefficiencies.
  • Ensure agents receive appropriate training on new tools and system updates.
Administrative Responsibilities
  • Document performance issues and escalate concerns when appropriate.
  • Assist with preparing daily, weekly, and monthly operational reports.
  • Support special projects and departmental initiatives as assigned.
REQUIREMENTS:
  • High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
  • 2-3 years of call center experience.
  • At least 1 year of experience in a leadership or senior agent role preferred.
  • Strong knowledge of call center operations, performance metrics, and customer service best practices.
  • Experience with OTC benefits or healthcare-related services is a plus.
  • Proficiency with call center systems and Microsoft Office applications.
  • Bilingual proficiency in English and Spanish.
 
At ttg, "We believe in making a difference One Person at a Time," ttg OPT.
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