Contact Center Lead
Contact Center Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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
- A valid drivers license & clean driving record required
Employment Type
Full-Time
