CE Team Lead

About the Role

The SBS Team Lead works with a team of Customer Service Representatives (CSRs) to achieve contact‑center objectives and surpass customer expectations. The role provides ongoing assistance, oversees real‑time performance, and reports key metrics to support the center’s operations. While the position does not have direct supervisory authority, the Team Lead offers guidance, training, and feedback to CSRs and assists with non‑routine or escalated calls. Hiring, termination, and disciplinary decisions remain the responsibility of higher management. • Provide daily guidance and assistance to contact center representatives • Support ongoing training for new hire contact center representatives • Handle customer escalations that require deviation from standard screens, scripts, or procedures • Oversee real-time performance of the site and manage queues • Monitor calls or emails and give feedback to exceed quality standards • Expedite sensitive operational issues and take independent action or inform a supervisor as needed • Maintain proficiency in customer service functions and assist with inquiries when volumes dictate • Act as liaison between call center representatives, supervisory staff, and other departments • Perform administrative duties as requested • Participate actively in key departmental and divisional initiatives when called upon

Key Responsibilities

• ▸queue management
• ▸performance monitoring
• ▸escalation handling
• ▸quality feedback
• ▸training support
• ▸metrics reporting

What You Bring

Candidates must hold a High School Diploma or GED and have at least two years of customer‑service experience, including one year as a WM representative. Internal applicants must be in good standing, free of recent disciplinary actions, and consistently meet or exceed performance expectations. Proficiency with MS Office, strong keyboarding speed, and professional written and verbal communication are required. The role may require air travel or access to federal property, so candidates must possess a REAL ID or a TSA‑approved alternative, or be willing to obtain one.

Requirements

• ▸high school
• ▸customer service
• ▸ms office
• ▸keyboarding
• ▸communication
• ▸real id

Benefits

The work environment is an office in Windsor, CT with a hybrid schedule of four days in‑office per week. Shifts are available mid‑day and evening, Monday through Friday. The position offers a starting pay of $26.50 per hour, subject to experience and location. Eligible employees receive a competitive total‑compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, 401(k) match, paid vacation, holidays and personal days. Benefit specifics may vary by site. At WM, a job is more than a paycheck; it offers opportunities for personal and family growth. The company emphasizes a people‑first culture, invests in employee development, and is committed to sustainability and a stable, supportive work environment.

Work Environment

Office Full-Time