Contact Center Lead

Salary $64,000 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.

• 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 

• Bachelor’s degree in a related field, or an equivalent combination of education and 3–5 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