Talent.com
Contact Center Lead

Contact Center Lead

EDSI SolutionsRosenberg, TX, US
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Contact Center Lead

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

  • Bachelor's 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 driver's license & clean driving record required
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    Contact Center Lead • Rosenberg, TX, US

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