Job Summary

Progressive Technology is seeking a dynamic and results-driven Work from Home Call Center Team Leader to oversee and manage a team of remote customer service representatives. This role is responsible for driving team performance, ensuring service excellence, and maintaining operational efficiency in a fast-paced virtual environment. The ideal candidate will possess strong leadership capabilities, excellent communication skills, and a passion for delivering exceptional customer experiences.

Key Responsibilities
Lead, coach, and motivate a team of remote call center agents to achieve performance targets and KPIs.
Monitor daily operations, including call handling, quality assurance, and adherence to schedules.
Conduct regular performance reviews, provide constructive feedback, and implement improvement plans.
Ensure compliance with company policies, procedures, and customer service standards.
Handle escalated customer issues and provide effective resolutions in a timely manner.
Collaborate with cross-functional teams to improve processes and enhance customer satisfaction.
Prepare and present reports on team performance, productivity, and service levels.
Facilitate team meetings, training sessions, and continuous development initiatives.
Required Skills and Qualifications
Proven leadership and team management skills in a remote or call center environment.
Excellent verbal and written communication skills.
Strong problem-solving and decision-making abilities.
Proficiency in call center software, CRM systems, and Microsoft Office tools.
Ability to multitask, prioritize, and manage time effectively.
High level of adaptability and ability to work independently in a remote setting.
Experience
Minimum of 3–5 years of experience in a call center or customer service environment.
At least 1–2 years of experience in a supervisory or team leadership role.
Experience managing remote teams is highly preferred.
Working Hours
Full-time position (40 hours per week).
Flexible scheduling may be required, including evenings, weekends, or shifts based on business needs.
Knowledge, Skills, and Abilities
Strong understanding of call center metrics such as AHT, CSAT, and FCR.
Ability to analyze performance data and implement improvement strategies.
High emotional intelligence and interpersonal skills.
Ability to foster a positive and productive team culture remotely.
Self-motivated with a strong sense of accountability and ownership.
Benefits
Competitive salary package.
Performance-based incentives and bonuses.
Work-from-home flexibility.
Health and wellness benefits.
Paid time off and holiday allowances.
Ongoing training and professional development opportunities.
Why Join Progressive Technology

At Progressive Technology, we are committed to empowering our employees and fostering a culture of innovation, collaboration, and growth. As a remote-first organization, we offer flexibility and the opportunity to lead a talented team from the comfort of your home. You will play a critical role in shaping customer experiences while advancing your leadership career in a supportive and forward-thinking environment.

How to Apply

Interested candidates are encouraged to submit their updated resume along with a cover letter highlighting their relevant experience and leadership achievements. Shortlisted applicants will be contacted for further evaluation and interview processes.