Contact Center Lead
EDSI SolutionsRosenberg, TX, US26 days ago
Job type
- Full-time
Job descriptionBachelor'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
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
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Contact Center Lead • Rosenberg, TX, US