Contact Center Lead
- Pay Rate: $20.00/hour on W2
- Contract Length: 12 months
- Location: Phoenix, AZ 85034 (Onsite)
- Work Schedule: 6:00 AM – 3:00 PM PT
- Training Schedule: Training will be a total of 8 days 5/27 – 6/5 | 7:00 AM – 3:30 PM PT and start taking calls on 6/8
Raise is currently hiring a contract team member on behalf of our client. They’re expanding their team to meet growing needs, making this a unique opportunity to work with an industry leader.
Responsibilities
- Assist with call center operation tasks: SAP timekeeping, entering hours for agents, organize workforce, training.
- Provide lead support training and development to contact center agents and leads.
- Handle elevated issues/calls.
- Conduct Quality Assurance of agent calls and provide consistent feedback.
- Review and approve timecard entries, managing attendance.
- Develop training curriculum for contact center agents and facilitate training classes.
- Manage workforce, as needed in the absence of a work force scheduler.
Top Required Skills:
- Call Center Experience (required)
- Ability to Use Computer
- Verbal and Written Communication Skills
Qualifications:
- Bachelor’s degree in Communications, Social Studies, Legal field preferred but not required (could be substituted by relevant job experience.
- The position requires prior call center experience.
- Articulate, adept at formulating policies and procedures.
- Understand call center demands and metrics.
- Expertise in the areas of staff development and direction, training, quality control, and document preparation. Good verbal and written communication skills.
- Dependable and able to adhere to schedule.
- Effective problem-solving skills.
- Effective listening skills.
- Customer service orientation.
- Attention to detail.
- Ability to work effectively in a high volume and sometimes stressful work environment.
- Ability to read, write and speak English.
- Ability to sit at workstation for long periods of time.
Looking for meaningful work? We can help
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com
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