Call Center Team Lead

About the role

Click Learning is seeking an experienced Call Center Team Lead to manage a team of six junior agents. You will ensure efficient handling of platform queries, reports, and requests while supporting the organisation’s education mission.

Key responsibilities

• Lead, coach and motivate the Call Center team to achieve high performance and professional growth.
• Recruit, onboard and train new agents, providing them with the knowledge and tools needed for effective support.
• Set clear objectives and performance metrics aligned with organisational goals.
• Collaborate with other departments to identify bottlenecks, streamline processes and uphold service standards.
• Hold all internal stakeholders accountable to agreed‑upon SLAs and operational dependencies.
• Develop and maintain real‑time dashboards and reports on ticket health, volume trends, system gaps and backlog for leadership review.

Required profile

• Proven experience leading a call‑center or customer‑support team.
• Strong analytical mindset with ability to interpret operational metrics.
• Excellent communication and stakeholder‑management skills.
• Commitment to the mission of improving education outcomes in under‑resourced communities.

Required skills

• Experience with ticketing or CRM platforms.
• Ability to create and interpret performance dashboards and reports.
• Leadership and team‑development capabilities.