Jobs in the United States

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Added 2 mins ago
Project Associate (2nd Shift)
Align Communications
MI
…and allow us to better evaluate and improve our recruitment process. Recordings are used solely for internal purposes such as training, quality assurance, and process improvement.…
Added 2 mins ago
Recreation Manager
AccorHotel
Wailea-Makena, HI
Must possess basic computational ability · Must possess computer skills, including, but not limited to, Microsoft Word, Excel, Outlook
Added 2 mins ago
Senior Manager, Quality Assurance
Gilead Sciences, Inc.
CA
This position will have high visibility throughout the PDM organization as the Global Process Owner (GPO) for Gilead’s Global Quality Agreement Program and will collaborate with key…
Added 3 mins ago
Production Planner
PRC-DeSoto International, Inc.
United States
Contribute to project teams for planning and process improvement initiatives
Added 3 mins ago
HR Project Manager
Propio
Overland Park, KS
Process Improvement: Review HR processes and procedures, identify gaps or unnecessary manual work, and implement improvements. Develop workflows, templates, and instructions that the People…
Added 3 mins ago
Sales Representative, Coatings and Finishes, US Based
PPG Industries, Inc.
Remote, United States
You will report to the Segment Sales Manager.
Added 4 mins ago
TV
Senior Business Development & Operations Manager – Poultry Wastewater Solutions
Tidal Vision
Remote, United States
- $120,000 to $140,000 USD / year
JOB TITLE: Senior Business Development & Operations Manager – Poultry Wastewater Solutions
Added 5 mins ago
Senior Manager, Health Care Compliance Officer
Johnson & Johnson Services Inc. Legal Entity
Titusville, NJ · Horsham, PA
…inform mitigation strategies, and contribute to continuous improvement of the compliance…
Added 5 mins ago
Quality Engineering Manager
Johnson & Johnson Surgical Vision Inc. Legal Entity
Jacksonville, FL
…organizations. The position provides leadership across product and process validation, risk management, nonconformance management, CAPA, change control, process monitoring, statistical…
Added 5 mins ago
Senior Manager Source Compliance
Ethicon Inc. Legal Entity
Raritan, NJ · Jacksonville, FL · Boston, MA · Cincinnati, OH
This position will provide Worldwide Source Compliance leadership in the development, implementation and continuous improvement of Source Compliance programs associated with Suppliers…
Added 5 mins ago
Senior Configuration Management Engineer
The Boeing Company
Berkeley, MO
…will be responsible for managing the change control document process (such as Engineering Change Proposals (ECPs), Change Documents (CDs), deviations, and others), conduct of program Change…
Added 6 mins ago
Senior Clinical Strategist
CVS Shared Services Resources LLC
Remote, United States
…drive improved performance by leading clinical performance improvement projects and managing multiple complex deliverables through to implementation. Projects will support population health…
Added 6 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Virginia CVS Pharmacy, L.L.C.
Wytheville, VA
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 6 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Virginia CVS Pharmacy, L.L.C.
Richlands, VA
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 6 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Virginia CVS Pharmacy, L.L.C.
Norton, VA
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 6 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Virginia CVS Pharmacy, L.L.C.
Christiansburg, VA
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 6 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Virginia CVS Pharmacy, L.L.C.
Bristol, VA
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 6 mins ago
Operations Manager
CVS Pharmacy, Inc.
Southlake, TX
Unlike the Store Manager in Training position, the Operations Manager position is not part of the CVS/pharmacy Retail Management Development Program. Operations Managers are not eligible…
Added 6 mins ago
Operations Manager
CVS Pharmacy, Inc.
Dallas, TX
Unlike the Store Manager in Training position, the Operations Manager position is not part of the CVS/pharmacy Retail Management Development Program. Operations Managers are not eligible…
Added 7 mins ago
Project Manager-IT II
Eisenhower Medical Center
United States
Reports To: Manager-Program Management Office and Help Desk
Added 7 mins ago
Inventory Control Manager (Day)
Hyve Solutions Corporation
Fremont, CA
Hyve Solutions is seeking an experienced and results-driven Inventory Control Manager to lead inventory accuracy, warehouse control processes, and material management activities within a…
Added 7 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Ohio CVS Stores, L.L.C.
Struthers, OH
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 7 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Ohio CVS Stores, L.L.C.
Middlefield, OH
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 7 mins ago
Foreign Pharmacy Grad - International Pharmacy Intern
Ohio CVS Stores, L.L.C.
Berea, OH
…our programs, you’ll be immersed in a culture of continuous improvement, with the goal of changing health care for the…
Added 7 mins ago
Operations Manager
CVS Albany, L.L.C.
North Babylon, NY
Unlike the Store Manager in Training position, the Operations Manager position is not part of the CVS/pharmacy Retail Management Development Program. Operations Managers are not eligible…

Closed listing

Support Services Group

Team Leader

Waco, TX, United States

This opening has closed.

The original listing is kept below for reference.

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Job details

Posting language: English
Posted: Nov 10, 2026

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Original job description

Archived listing. The details below describe a past opening.

Title: Team Lead Department: Operations Reports to: Program Manager

Job Summary:

The purpose of the Team Lead is to be a subject matter expert (SME) on all call center processes and policies. Primary duties are to support inbound and escalated calls referred by Customer Service Professionals as well as oversee Customer Service Professionals’ behavior when providing floor support.

Duties/Responsibilities:

Accept and resolve escalated calls, emails or chats referred from Customer Service Professionals.
Assist Customer Service Professionals with escalated customer calls to ensure quality assurance standards are maintained.
Coach Customer Service Professionals on the technical aspects of calls resulting from QA monitors, client feedback and performance metrics (such as average handle time).
Oversee Customer Service Professionals’ behavior when providing floor support, including schedule adherence, proper use of statuses, etc.
Escalate repeated behavioral issues and policy violations to the team manager.
Provide front line support to Customer Service Professionals, answering complex questions related to processing transactions, product knowledge, client policies/procedures and/or use of systems.
Act as a subject matter expert for multiple brands.
Research and troubleshoot escalated calls with customers and Customer Service Professionals; implement best course of action to resolve issues and drive first call resolution.
Perform duties of Customer Service Professionals during high call volume periods as needed and effectively resolve customer inquiries.
Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company values and standards.
Escalate issues or immediate needs to management that may impact the department and/or client.
Make recommendations to management team related to continuous process improvement in order to pinpoint and resolve problems, reduce errors, and prepare for marketing drives, procedural changes, new product roll out, system changes, etc.
Abide by corporate policies and procedures in all aspects of employment; must handle confidential information appropriately.
Foster a positive, successful, and professional work environment.
Resolve operational and interdepartmental problems quickly.
Other duties as assigned by management.
Performs other related duties as assigned.

Required Skills/Abilities:

Excellent knowledge of customer applications.
Proficiency with personal computers including Microsoft Word software.
Working knowledge of Excel, Power Point and other Microsoft Office products.
Excellent written and verbal communication skills.
Strong analytical and problem-solving skills.
Demonstrated proficiency in effectively interacting with customers and employees; able to handle de-escalations to a positive end.
Ability to rapidly acquire a thorough knowledge of clients’ processes and procedures; ability to effectively communicate those processes and procedures through training.
Ability to appropriately handle confidential information.
Flexible with regards to work schedule.
Bilingual a plus (Preferred).

Education and Experience:

High School Graduate or equivalent.
Minimum of 1-year previous experience as a call center representative.
Previous supervisory/leadership experience (Preferred).
Experience servicing the S2G clients (Preferred).
Some college preferred.

Physical Requirements:

Light Work Examples: Work performed primarily while sitting at workstation; frequently operating computer keyboard and other office equipment; frequently gaining access to documents which may involve bending, stooping, lifting and reaching; occasionally walking and standing to assist Customer Service Professionals.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Skills

Customer service
Manage customer service
Quality assurance
Transaction processing
Product knowledge
Research
Troubleshoot
Process improvement
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Office
Communication skills
Problem solving
Bilingualism
Leadership
Office equipment

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Jobs in the United States