Contact Center Lead

The Contact Center Lead is responsible for assisting with the day-to-day operations of the contact center. The Contact Center Lead will assist supervisors with daily operations including assistance to agents as needed, monitoring Contact Center Production, and conducting side by side training. Reporting directly to the Operations Manager. Duties include assisting management and supervisors with the ERD team to achieve goals, completing reporting, analyzing trend data from reports, live listening to calls, motivating the team, looking for development opportunities, assisting the Dialer Manager, communicating the Company’s purpose, participating in team meetings, providing feedback to the Supervisor Team, and facilitating training.