Client Engagement Lead

Client Engagement Lead

Full Time 

Monday - Saturday- all shifts 

Temp to Hire

$50k+ DOE 

We are actively recruiting on behalf of a local company seeking a dynamic and motivating Client Engagement Lead to lead their Customer Care call center. In this role, you will manage a high-performing team of customer service representatives, drive service excellence, streamline operational processes, and promote an outstanding customer experience at every touch point. This is an in office position and is not eligible for work from home or a hybrid opportunity.

Key Responsibilities:

• Lead, coach, and develop a high-performing team of call center agents.

• Oversee daily operations, manage scheduling, and ensure KPI goals are met.

• Utilize CRM and telephony platforms to optimize service delivery.

• Analyze metrics (SLAs, CSAT, NPS) and implement strategies for improvement.

• Resolve escalated issues professionally and partner with other teams to address service gaps.

• Design and deliver training programs focused on skills, systems, and product knowledge.

• Ensure compliance with policies and provide regular performance reporting.

What You Bring:

• 3–5 years of leadership experience in a call center.

• Strong team management, communication, and analytical skills.

• Proficiency with Excel and CRM/call center software.

• Customer-first mindset and a commitment to continuous improvement.

• Flexibility to work evenings and weekends.

• Bachelor’s degree preferred.