United Community
Join to apply for the
Contact Center Team Lead
role at
United Community
This range is provided by United Community. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $38,769.00/yr - $57,876.00/yr
About The Role United Community Bank is seeking a
Customer Contact Center Team Lead
to directly supervise a team of Customer Service Specialists. This role is pivotal in driving agent performance, fostering a dynamic and engaging work environment, and ensuring the team meets and exceeds individual and center-wide goals. The Team Lead will serve as a mentor, coach, and performance driver, supporting both the agents and leadership through collaboration, training, and strategic execution.
What You’ll Do
Create a positive, growth-oriented work environment for Customer Service Specialists
Monitor agent performance through scorecards, coaching sessions, and quality assurance reviews
Lead team huddles, training initiatives, and recognition programs to boost morale and engagement
Approve escalated customer requests using sound judgment and adherence to policy
Manage team scheduling and attendance using WFM tools
Conduct monthly side-by-side engagements and annual performance reviews
Collaborate with trainers to identify and close skill gaps
Participate in hiring, onboarding, and performance management decisions
Support high-volume events and system outages across all customer support channels
Ensure compliance with all bank policies, procedures, and regulatory training requirements
Experience What We’re Looking For
Minimum 3+ years in a branch, operations, or retail environment
Prior Contact Center experience preferredLeadership, training, or supervisory experience strongly preferred
Proven ability to mentor and lead with professionalism and fairness
Education
High school diploma or equivalent required
Bachelor’s degree in a relevant field preferred
Equivalent combination of education and experience will be considered
Required Skills
Strong interpersonal, verbal, and written communication skills
Proficiency in Microsoft Office and banking technology platforms
Ability to multi-task, prioritize, and maintain accuracy under pressure
Risk-minded with sound judgment and decision‑making skills
High level of confidentiality and dependability
Commitment to personal and team growth, coaching, and development
Successful completion of all required training and compliance programs
Ability to work flexible schedules including evenings and Saturdays
Preferred Skills
Bi‑lingual or Spanish‑speaking ability
Experience with email/chat support platforms
Familiarity with WFM scheduling tools
Supervisory Responsibility This position manages employees and is responsible for their coaching, development, and performance management.
Travel
Up to 10% travel required.
Conditions Of Employment
Must be able to pass a criminal background & credit check
This is a full‑time, non‑remote position requiring schedule flexibility, including evenings and weekends as needed.
FLSA Status
Non‑Exempt
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Banking
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Contact Center Team Lead
role at
United Community
This range is provided by United Community. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base Pay Range $38,769.00/yr - $57,876.00/yr
About The Role United Community Bank is seeking a
Customer Contact Center Team Lead
to directly supervise a team of Customer Service Specialists. This role is pivotal in driving agent performance, fostering a dynamic and engaging work environment, and ensuring the team meets and exceeds individual and center-wide goals. The Team Lead will serve as a mentor, coach, and performance driver, supporting both the agents and leadership through collaboration, training, and strategic execution.
What You’ll Do
Create a positive, growth-oriented work environment for Customer Service Specialists
Monitor agent performance through scorecards, coaching sessions, and quality assurance reviews
Lead team huddles, training initiatives, and recognition programs to boost morale and engagement
Approve escalated customer requests using sound judgment and adherence to policy
Manage team scheduling and attendance using WFM tools
Conduct monthly side-by-side engagements and annual performance reviews
Collaborate with trainers to identify and close skill gaps
Participate in hiring, onboarding, and performance management decisions
Support high-volume events and system outages across all customer support channels
Ensure compliance with all bank policies, procedures, and regulatory training requirements
Experience What We’re Looking For
Minimum 3+ years in a branch, operations, or retail environment
Prior Contact Center experience preferredLeadership, training, or supervisory experience strongly preferred
Proven ability to mentor and lead with professionalism and fairness
Education
High school diploma or equivalent required
Bachelor’s degree in a relevant field preferred
Equivalent combination of education and experience will be considered
Required Skills
Strong interpersonal, verbal, and written communication skills
Proficiency in Microsoft Office and banking technology platforms
Ability to multi-task, prioritize, and maintain accuracy under pressure
Risk-minded with sound judgment and decision‑making skills
High level of confidentiality and dependability
Commitment to personal and team growth, coaching, and development
Successful completion of all required training and compliance programs
Ability to work flexible schedules including evenings and Saturdays
Preferred Skills
Bi‑lingual or Spanish‑speaking ability
Experience with email/chat support platforms
Familiarity with WFM scheduling tools
Supervisory Responsibility This position manages employees and is responsible for their coaching, development, and performance management.
Travel
Up to 10% travel required.
Conditions Of Employment
Must be able to pass a criminal background & credit check
This is a full‑time, non‑remote position requiring schedule flexibility, including evenings and weekends as needed.
FLSA Status
Non‑Exempt
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Banking
#J-18808-Ljbffr