Team Leader (TL) – Customer Service

Company: Trust Disability Solutions

Overview:

Trust Disability Solutions is seeking a motivated and results-driven Team Leader (TL) to oversee our Customer Service team. This role is responsible for managing day-to-day operations across customer service and collections functions, ensuring high performance, compliance, and an exceptional client experience.

Key Responsibilities:

• Lead, support, and supervise a team of customer service and collections agents
• Ensure team members consistently meet or exceed expected performance numbers and KPIs (e.g., call quality, productivity, collections targets, customer satisfaction)
• Monitor daily performance and provide clear direction to achieve targets
• Provide ongoing coaching, feedback, and development tailored to individual agent performance and KPI results
• Conduct regular 1:1s, performance reviews, and coaching sessions
• Handle escalations and support resolution of complex customer issues
• Ensure adherence to company policies, compliance standards, and service guidelines
• Analyze team performance metrics and implement action plans for improvement
• Collaborate with management on process improvements and training initiatives

Qualifications:

• Previous experience in a Team Lead or supervisory role in customer service and/or collections
• Strong understanding of KPI management and performance coaching
• Excellent communication, leadership, and problem-solving skills
• Ability to motivate and develop team members in a fast-paced environment
• Experience with call monitoring, QA processes, and performance reporting

What We’re Looking For:

• A proactive leader who can coach effectively based on agent KPIs and performance data
• Strong organizational skills and attention to detail
• A team player with a customer-first mindset

Why Join Us:

• Supportive and collaborative work environment
• Opportunities for growth and development
• Competitive compensation

Apply today to be part of a team dedicated to making a difference in clients’ lives!