Group Leader

Job ID
Posted Date




Southlake Mall, 1000 Southlake Cir, Morrow, GA 30260

Seeking Talented Team Members

People Are Our Passion

Join Our Team


Empowering a Winning Culture


"Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positivte attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“


Mark Wilson, Chime Founder and CEO


The Group Leader is responsible for overseeing and developing 15-20 technical call center staff, ensuring the highest level of productivity and efficiency.  The Group Leader will also ensure all contact KPI’s are met/exceeded.  Define action plans around agent KPI improvements.  Deliver exceptional Leadership through professional, compassionate, and timely processes.  Develops and mentor call center agents and ensuring weekly/monthly meetings are conducted in a timely manner to promote development.


Position responsibilities:

  • Provide leadership and expertise to contact center staff
  • Provide analysis on contact center and agent performance.
  • Demonstrate a passion for exceptional customer service.
  • Perform call monitoring and identify opportunities for skill development.
  • Meet or exceed goals related to agent behavior impacting company profits.
  • Provide regular performance coaching and implement strategies for career development.
  • Complete monthly performance reviews of assigned staff to review performance in key metrics vs. goal; Assess need for improvement and provide direction by implementing and documenting an Action Plan which focuses on staff development.
  • Ensure that client and provider issues are dealt with in a timely manner.
  • Key figure in employee motivation, excitement, and retention.
  • Excellent and effective communication of critical data to internal and external teams.
  • Develop managerial processes to ensure delivery of KPI’s.
  • Deep understanding of policies, systems, and processes.
  • Work as one team with other departments to ensure client/company issues are addressed promptly. 


Requirements and Qualifications:

To ensure success, the Group Leader must possess effective communication, leadership, and business acumen skills in a high-volume contact center. The Group Leader must have a solid understanding of computers and intermediate skills in using a wide variety of computer programs. The aspirant must have demonstrated the skills listed below in their professional career.



Essential Skills and Experience:

  • Multiple years in a Customer Service Leader Position.
  • A background in Troubleshooting IOS or another Operating system highly preferred.
  • Proven track record in building teams.
  • Problem Solver.
  • Bachelor’s degree in Business or related field of study preferred.
  • Be able to Multitask between Managing Agents and working on assigned projects.
  • Excellent interpersonal and communication skills both written and verbal.
  • Must be technically savvy, proficiency in Word, Excel, Windows, and Outlook
  • Knowledge of office operations and policies.
  • Ability to multi-task and use multiple applications.

Work Environment:


This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.


Physical Demands:


While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms.


Other Duties:


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 


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