Call Center Team Lead (2nd Shift)

Lensa is a career site that helps job seekers find great jobs in the US. We are not a staffing firm or agency. Lensa does not hire directly for these jobs, but promotes jobs on LinkedIn on behalf of its direct clients, recruitment ad agencies, and marketing partners. Lensa partners with DirectEmployers to promote this job for Leidos. Clicking "Apply Now" or "Read more" on Lensa redirects you to the job board/employer site. Any information collected there is subject to their terms and privacy notice. DescriptionSummary of Essential Functions: We are looking for an experienced Call Center Team Lead to oversee the daily operations of our global 24/7 call center. You will be responsible for driving customer satisfaction through outstanding customer service practices, utilizing performance tools to maximize performance. The goal is to achieve excellent performance from your team that will bring sustainable business growth. Specific Duties And Responsibilities

• Answer questions from customer service reps and provide guidance and feedback.
• Anticipate escalation and take over calls when needed.
• Devise ways to optimize procedures and keep staff motivated.
• Measure performance with key metrics, coach and mentor staff
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems.
• Approve weekly timesheets for your team
• Help prepare monthly/annual results and performance reports.
• Assist in any special projects as needed.

Education & Experience

• High school diploma or equivalent and 5+ years of prior relevant experience
• Proven experience as call center team lead or similar supervisory position
• Experience in customer service is essential.
• Proficient in English; Good knowledge of additional languages will be a definite plus.
• Working knowledge of MS Office
• Tech savvy with knowledge of telephone equipment and relevant computer programs
• Outstanding communication and negotiation abilities
• A results-oriented approach
• Excellent organizational and leadership skills
• Ability to work under pressure and multi-task

Original Posting July 18, 2025 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range Pay Range $50,700.00 - $91,650.00 The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. #Remote REQNUMBER: R-00162898 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet. If you have questions about this posting, please contact support@lensa.com