The Panther Group is hiring: Call Center Team Lead in New York

Base pay range

$70,000.00/yr - $85,000.00/yr

Our client, a great financial services organization, is hiring a Team Lead for their busy call center.

Call Center Team Lead

[Manhattan, NY; Onsite position]

Do you thrive in a fast-paced environment where every conversation matters? Are you a natural coach who inspires others to perform at their best? If you’re passionate about developing people, improving processes, and delivering top-tier member experiences—we want you on our team.

We’re looking for an Team Lead to lead, support, and grow a team of 12–15 Member Service Representatives (MSRs) in a high-volume contact center environment. You\'ll play a key role in driving performance, coaching team members, and ensuring we deliver an outstanding first-call resolution experience.

What You’ll Do

• Lead, coach, and inspire a team of MSRs to hit performance and quality goals
• Monitor live and recorded calls to deliver real-time coaching and feedback
• Handle escalated member calls and act as the go-to expert for process questions
• Track key KPIs (speed to answer, quality scores, adherence) and translate results into action
• Drive process improvements and recommend enhancements based on call trends and member feedback
• Collaborate with third-party vendors and support internal teams during peak volume
• Conduct regular one-on-ones, performance appraisals, and development planning
• Serve as a backup in the queue when needed—we\'re all hands on deck when it counts

What You Bring

• 3–5 years of call center experience within a high-volume call center setting (required)
• At least 2 years in a Team Lead or supervisory role (required)
• Prior experience in banking or financial services (preferred)
• Sales experience is a plus—we love goal-getters!
• Excellent communication, time management, and multitasking skills
• Tech-savvy and comfortable with reporting tools and call systems
• A positive, proactive mindset with a passion for coaching and team development

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Telephone Call Centers
• Banking
• Financial Services