Provalus · 14 hours ago
Customer Service Team Lead
Whiteville, NC
Full-time
Onsite
Mid, Senior Level
2+ years expProvalus is seeking a Customer Service Team Lead to inspire and manage a high-performing team of Managed Service Support Consultants. The role involves ensuring first-class service delivery, monitoring performance metrics, and fostering a culture of accountability and continuous improvement within the team.
Information Technology & Services
Responsibilities
Lead and coordinate daily team operations, ensuring equitable workload distribution and adherence to service delivery standards
Drive service assurance by monitoring SLA/KPI performance, proactively identifying risks, and implementing corrective actions to maintain service quality
Provide coaching, mentoring, and training to build team capability and ensure consistent execution of duties
Motivate and empower team members to achieve individual and collective goals, fostering a culture of ownership and high performance
Collaborate with Clients to understand requirements, manage expectations, and contribute to project planning and delivery
Ensure all Managed Service provisions are delivered on time, aligned with Client expectations, and supported by robust logistics and stakeholder coordination
Establish clear policies and performance objectives, regularly evaluate progress, and reinforce a results-oriented mindset
Conduct monthly one-on-one meetings and formal biannual appraisals with a focus on career development and performance growth
Communicate effectively with Clients using approved documentation and professional correspondence
Lead service delivery reviews (weekly, monthly, quarterly), ensuring strategic alignment with Client needs and future planning
Monitor attendance and address personnel issues in accordance with Provalus standards
Share expertise and collaborate with other team leaders to enhance the Managed Support function
Identify and implement procedural improvements, encouraging team input and innovation
Serve as an escalation point for complex issues, ensuring timely resolution and transparent communication
Partner with Provalus and Client departments to maintain seamless 'business as usual' operations
Collect, analyze, and report SLA/KPI data to Provalus delivery leadership and Clients, driving performance transparency
Track project milestones and ensure timely execution of deliverables
Support the team by actively engaging in customer issue resolution when needed
Demonstrate leadership readiness for progression to Team/Delivery Manager roles
Perform other duties as assigned
Qualification
Required
Minimum two years' Call Center or related experience, including leadership of teams of 10+
Strong interpersonal skills to build trust and effective working relationships
Excellent listening, communication, and supervisory abilities
Proven ability to lead with clarity, consistency, and purpose
Commitment to learning and following established processes
Ability to quickly master service offerings and drive team performance
Preferred
Experience in an ISP environment is advantageous
Prior experience in team leadership roles preferred
Benefits
Dental insurance
Health insurance
Paid time off
Vision insurance
Company
Provalus
Provalus offers program management, business process outsourcing, quality assurance, and data loss prevention services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Christen Black
Cofounder and Chief Marketing Officer
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