Contact Center Lead
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Job Location:
Rosenberg, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Overview
Salary $64000 year
The Contact Center Lead manages the day-to-day operations of the contact center ensuring exceptional customer service appropriate triage routing and alignment with Workforce Solutions performance standards.
Responsibilities
- Supervise and support a team of Career Navigators
- Monitor call volumes appointment activity and triage quality
- Track KPIs such as average handle time customer satisfaction and WAVE accuracy
- Coordinate with the specialized units for issue escalation and staff updates
- Facilitate training coaching and quality assurance
- Serve as the point of contact for regional leadership and career office coordination
- Other opportunities as available
Qualifications
- Bachelors degree in a related field or an equivalent combination of education and 35 years of relevant leadership experience
- Bilingual/Multilingual preferred
- Possesses strong customer service skills and the ability to demonstrate compassion and empathy
- Ability to multitask handling phone conversations with customers while accurately entering data in the computer
- Embraces a culture of customer-centric behavior and innovation critical to success in this role
- Proficiency in use of computers and Microsoft Office products
- Must have reliable transportation to and from the worksite and other required locations
Key Skills
- Administrative Skills
- Facilities Management
- Biotechnology
- Creative Production
- Design And Estimation
- Architecture
About Company
EDSI is a national workforce development, talent and training company helping great companies and communities train and retain great people.
