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Contact Centre Team Leader Jobs (NOW HIRING)

Hackensack Meridian Health Inc.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Contact Center Team Lead will provide hands-on support to PAC Contact ...

Gn

Team Leader / Contact Center

Parsippany, NJ · On-site

$55K - $60K/yr

The Team Leader will lead a group of call center agents and coach them to provide exceptional ... Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs ...

Lee Company

Contact Center Supervisor

Franklin, TN · On-site

This person is directly responsible for the success of the contact center team that includes customer service representatives and dispatch team. A deep understanding of Lee Company's culture and ...

Innovacare Health

Contact Center Director

The Contact Center Director leads a team of three Market Managers, a Quality Manager, and a WFM & Business Systems Administrator, and is accountable for the performance outcomes produced by each ...

MCI Careers

Contact Center Manager

Las Cruces, NM · On-site

Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs ... Strong understanding of contact center metrics, tools, and technologies. * Excellent leadership ...

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Contact Centre Team Leader information

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How much do contact centre team leader jobs pay per hour?

As of Sep 12, 2026, the average hourly pay for contact centre team leader in the United States is $25.73, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $24.04 per hour, depending on experience, location, and employer.

What does a contact centre team leader do?

A Contact Centre Team Leader is responsible for supervising and supporting a team of customer service agents within a contact centre. They ensure that team members meet performance targets, provide high-quality customer service, and adhere to company policies and procedures. Their duties often include coaching staff, managing schedules, handling escalated issues, and reporting on team performance to management. The Team Leader also plays a key role in motivating the team and fostering a positive work environment.

What are the key skills and qualifications needed to thrive as a contact centre team leader, and why are they important?

To thrive as a Contact Centre Team Leader, you need strong leadership abilities, experience in customer service, and often a background in team management or supervisory roles. Familiarity with call center software, CRM systems, and performance management tools is typically required. Excellent communication, conflict resolution, and motivational skills help you lead teams and maintain high morale under pressure. These skills are essential for optimizing team performance, ensuring customer satisfaction, and achieving operational targets in a dynamic environment.

What are some common challenges faced by contact centre team leaders, and how can they effectively address them?

Contact Centre Team Leaders often encounter challenges such as managing high staff turnover, maintaining team motivation under pressure, and balancing performance metrics with employee well-being. Effective leaders address these issues by fostering open communication, providing regular feedback and coaching, and implementing recognition programs to boost morale. Additionally, they closely monitor team performance data to identify trends and proactively support agents who may be struggling, ensuring a positive and productive work environment.

What is the difference between Contact Centre Team Leader vs Customer Service Supervisor?

AspectContact Centre Team LeaderCustomer Service Supervisor
CredentialsRelevant certifications in customer service or call center managementSimilar certifications in customer service or team supervision
Work EnvironmentCall centers, inbound/outbound customer supportCustomer service departments, retail, or service industries
Employer & IndustryTelecommunications, finance, retail, and service sectorsRetail, hospitality, and service industries
Search & Comparison IntentUnderstanding team leadership roles in call centersComparing supervisory roles in customer service

The main difference between a Contact Centre Team Leader and a Customer Service Supervisor lies in their specific work environments and focus. The Team Leader typically manages call center operations, overseeing agents and ensuring performance metrics are met. The Supervisor often works in broader customer service settings, focusing on team supervision and customer satisfaction. Both roles require similar skills and certifications but differ in industry context and daily responsibilities.

What cities are hiring for Contact Centre Team Leader jobs?

Cities with the most Contact Centre Team Leader job openings:

What states have the most Contact Centre Team Leader jobs?

States with the most job openings for Contact Centre Team Leader jobs include:

What are popular job titles related to Contact Centre Team Leader jobs?

For Contact Centre Team Leader jobs, the most frequently searched job titles are:

Infographic showing various Contact Centre Team Leader job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 18% Part Time, and 4% Contract. Highlights an 89% Physical, 2% Hybrid, and 9% Remote job distribution, with an average salary of $53,524 per year, or $25.7 per hour.

Contact Center Team Lead

On-site

Hackensack Meridian Health Inc.
See more jobs at Hackensack Meridian Health Inc.external

Other

Posted 28 days ago

Hackensack Meridian Health rating

7.8

Company rating: 7.8 out of 10

Based on 362 frontline employees who took The Breakroom Quiz

Job description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives who are handling multi-channel requests in a fast paced-centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. This role requires advanced customer service skills, advanced problem solving skills and the ability to assist with refresher training of existing and new team members. effectively provide support to team members to ensure they are following correct procedures and protocols. With direction from Contact Center management, Team Leads will work collaboratively with representatives to offer guidance and/or handle escalated calls to achieve quality and performance standards.

This position will offer a hybrid schedule.

Education, Knowledge, Skills and Abilities Required:
  • High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
  • Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6+ months in the role.
  • Strong written and verbal communication skills gained from prior customer/patient experience in a similar call center role.
  • Ability to multi-task and be a hands-on self-starter in a fast paced environment.
  • Proven customer service and problem resolution skills
  • Strong computer, analytical and problem-solving skills with ability to handle de-escalations
  • Familiar with health care insurance eligibility and authorization
  • Outstanding work ethic and strong adherence to a shift schedule (may include overtime and weekend work)
  • Must possess good problem solving skills and the ability to approach problems logically and troubleshoot.
  • Must possess good time management skills: multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
  • Supports and participates in a collaborative team-oriented environment.
  • Ability to communicate with all levels of management and company personnel
  • Strong organizational and planning skills with an eye for detail.
  • Clear and effective communication skills.
Education, Knowledge, Skills and Abilities Preferred:
  • Associate or Bachelor's degree.
  • Previous experience using the EPIC system.
  • 1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.
  • 2+ years of previous experience working in an inbound call center environment.
  • Experience in healthcare or hospital systems and insurance processes
  • Bilingual in Spanish.
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