Call Center Representative Lead
Call Center Representative Lead
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Job Description
Posting Date
05/27/25Application Deadline
05/29/25Pay Range
Anticipated Hiring Range: $21.00 - $27.50 hourlyFull Pay Range: $21.00 - $34.00 hourly
Salary offers are based on the candidates equivalent experience and internal equity with other employees within the same job classification. This position is eligible for overtime compensation for all hours worked over 40 in the designated workweek.
Job Type
Contractor with BenefitsDepartment
Public HealthAbout the Position
The Operations Lead is a key partner of the CARES management team. You play a critical role in managing and improving organizational processes and you work to improve quality productivity and efficiency in group operations. You have an amazing sense of professionalism and are willing to take on a high level of management responsibility. You understand and embrace the concept of public service and are willing to make the success of every CARES Team Community Service Representative your primary priority.
In this role you support the Community Service Representatives the Floor Leads and the Supervisor of the CARES Team. Measuring and analyzing program or operations results and recommending actions to meet and/or increase results and output; Creating and embracing a mechanism for employee feedback to support an engaged and motivated team. With direction from the Supervisor you assist with team administration special projects and participating in strategic planning and strategic staffing discussions. With support/direction from the Supervisor you review team quality productivity and efficiency identify gaps and propose solutions. In partnership with the Supervisor you analyze and improve organizational processes.
**Please note this is a contracted role with an end date of 12/31/2025. This position is fully in-office with no availability for telework.
About Us
Proud to Offer
Work with a greater purpose
Tuition reimbursement
Exceptional work-life balance
Opportunities for growth and development within Maricopa County
Low-cost high-value healthcare for you and your qualifying dependents
Child care benefits including access to our upcoming on-site center Maricopa County Kids Club dedicated to serving Maricopa County families exclusively
Paid vacation sick time and parental leave
Extensive wellness program including healthcare premium discounts
Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12.27% monthly contribution rate and includes a 100% employer match on Day 1
Learn more at Work With Us Maricopa County AZ
We Require
Three years of customer service experience
High School Diploma or GED
An equivalent combination of post-secondary education and/orjob-related experience may substitute for therequired experience on a year-for-year basis
Within one month of hire all employees will be required to provide evidence of immunity or receive immunizations for vaccine-preventable illnesses for any position within the Maricopa County Department of Public Health; required immunizations include MMR (measles mumps rubella) Tdap (whooping cough and diphtheria) Varicella (chickenpox) and annual Influenza; some positions require a Hepatitis B vaccine and/or a Tuberculosis test
We Also Value
Transparency and open communication; willingness to listen with the ability to understand and effectively address Representatives needs
Professionalism in communication assessment feedback and support of both a Community Service Representative and in an escalated situation with a constituent
Empathy and exceptional listening skills with a great attitude that makes every Representative feel supported and every constituent feel they are being heard
Experience promoting a team culture that encourages top performance and high morale
Job Contributions
Review team quality productivity and efficiency identify gaps and propose solutions in coordination with the supervisor
Measure and analyze program and operations results productivity and efficiency and recommend actions to meet and/or increase results and output
In partnership with the Program Manager and Supervisor coordinate with other Offices and Programs within the department to assist with special projects and participate in strategic planning and strategic staffing discussions; Inform other departments about inbound and outbound call data
Participate in hiring onboarding and orienting new staff as well as performance and disciplinary actions when needed; Be prepared to assist team members with escalated calls and solutions to difficult/unusual guidance requests with the support of the Supervisor and Floor Leads
Creating and monitoring a mechanism for employee feedback to support an engaged and motivated team
Working Conditions
Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions
Must be able to lift up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time
Must possess or have the ability to obtain a valid Arizona drivers license by the time of hire
Selection Procedure
Only the most qualified candidates will be considered
Consideration will only be given to candidates who submit online applications
Candidates will be contacted primarily through email and their Workday online application profile
Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy including drug and alcohol testing requirements for positions designated as safety-sensitive
Maricopa County is an equal opportunity employer.
Apply Now!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
