Contact Center Lead

A company is looking for a Contact Center Lead to manage daily operations and support staff in a remote environment.

Key Responsibilities

Manage day-to-day operations of the Contact Center and create a positive customer service culture

Develop staffing schedules, maintain personnel records, and ensure compliance with program standards

Monitor performance metrics and provide coaching to agents while acting as an escalation point for issues

Required Qualifications

High school diploma or equivalent is required

Proven ability to lead, manage, and motivate a team

Strong decision-making and problem-solving experience

Previous experience in a call center or customer service environment is preferred

Bachelor's degree in Business Administration or related field is preferred but not required