Empowerment Scholarship Account (ESA) Section
Phoenix Location

Salary: $56500 - $61000

Grade: 19

Closing Date: 11/12/25

This lead position will be responsible for interviewing training and preparing call center specialists to respond to customer questions and complaints
Rare in-state travel may be required for this position.

Candidates should apply with an ability and willingness to work in-office five days per week and an average of two to three days a month of a rotating remote shift. The rotating remote shift working hours are typically 11am-8pm Monday-Friday.

Interviewing training and preparing call center specialists to respond to customer questions and complaints
Ensuring specialists understand and comply with all call center benchmarks performance standards and policies
Identifying operational issues and suggesting possible improvements to Call Center Manager
Monitoring and evaluation agent performance providing learning or coaching opportunities
Analyzing data to assist management of the different types of calls daily
Working with other ESA programs leads and specialists to support managers and maximize customer satisfaction
Address escalations received by the ESA program

Knowledge in:
Call center and customer service experience
Basic knowledge in troubleshooting technology-based issues on hardware software and cloud applications
Applicants must have supervisory/team lead experience
Applicants must be a current ADE employee

Skills in:
Exceptional verbal and written communication
Excellent problem solving leadership and customer service
Analytical efficient and thorough
Proficient in Microsoft Office suite specifically Outlook and MS Teams

Ability to:
Coach train and motivate employees and evaluate their performance
Remain calm and courteous under pressure and navigate tense situations especially during busy hours

Preference will be given to those applicants with:
Associates degree or higher
Knowledge of the ESA program (statutes rules and regulations)
Bilingual in Spanish

Offers are contingent upon successful completion of all background and reference checks required documents and if applicable a post-offer medical/physical evaluation.

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business then the following requirements apply:Drivers License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides an excellent comprehensive benefits package including:

Affordable medical dental life and short-term disability insurance plans
Top-ranked retirement and long-term disability plans
Ten paid holidays per year
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
Sick time accrued at 3.70 hours bi-weekly
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan
Wellness plans

Learn more about the Paid Parental Leave pilot programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

You will be required to participate in the Arizona State Retirement System (ASRS) upon your 27th week of employment subject to waiting period. On or shortly after your first day of employment you will be provided with enrollment instructions and effective date.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling or emailing Requests should be made as early as possible to allow sufficient time to arrange the accommodation.

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