What do we do?

eCallogy in partnership with ACD Direct, Inc is seeking a motivated and customer-service oriented Contact Center Team Lead to join our Contact Center support team. You will be responsible for the oversight of our Account Managers and Support Specialists and work closely with the Operations Director to assist with the day-to-day contact center operations. Candidates who apply should have experience in the following responsibilities listed. This position is fully remote. Regular hours are 8:30AM-5PM M-F MST. Some overtime may be required during peak season. Travel 10-25%

What will you do?

• Monitor daily automated tasks and reports and notifies appropriate parties when processes fail
• Identify operational problems or trends and escalate to appropriate contact center operations and/or leadership.
• Ensures key performance metrics are met or exceeded.
• Maintains control over attendance, leave, and excused absence of employees.
  Ensures all staff complete mandatory training
• Assist with Quality Assurance of CSR’s when needed
• Follow a standard set of procedures on-boarding/off-boarding personnel.
• Attendance and participation in all required weekly quality, WFM, training, collaboration, and call calibration meetings with the operations team, as appropriate.
• Appointment of an Acting Program/Account Manager when PM/AM is unavailable.
• Responsible to provide notification of technical issues impacting the ability of agents or Account Managers to complete their duties.
• Responsible for other operational activities as identified.
• Responsible for monthly report related to performance metrics
• Responsible for ensuring the Customer Service Representative (CSR) and Account Managers comply with established business rules.
• Ensures Account Managers are monitoring queues throughout the shift and adjusting staff breaks and Account Manager activities to meet key performance metrics.
• Reinforce standards, and use progressive discipline when compliance continues to be an issue.
• Ensures Account Managers coordinate for coverage of their respective programs for requesting time off.
• Responsible for Account Manager backup plan for any Account Manager who is on regular or extended leave.
• Monitors for RFP opportunities and assists with Proposals
• Attends monthly meetings with LEAP program staff and provides updates to LEAP on contact center statistics
• Attends out of state client meetings (generally annually)
• Attends conferences/events when necessary to represent eCallogy. (generally, 1-2 times per year)
• Additional duties as assigned.

What does it take?

• Minimum 5 years of Call Center/Contact Center related experience in a lead or supervisory role.
• Must have a professional home office free of distractions and dedicated to work; complete with PC, secure, wired internet, working camera and headset.
• Demonstrated knowledge of a systematic approach in carrying out assignments
• Ability to propose plans of action which are timely, realistic, and positive, shows finesse in situations of stress
• Effectively manage workflow; divides work into manageable activities
• Communicates clearly, concisely, and with confidence
• Proficient in Microsoft Office applications
• CRM / Knowledgebase experience

It would be an added benefit if you are also skilled in the following:

• Contact center software and applications including IVR’s, call routing, VOIP, and scripting software
• Experience with government procurement processes or RFP writing
• Experience with non-profit and/or income challenged programs
• Account or Program management experience

How we will support you?

Salary:

• $48,000.00 - $55,000.00 /yr depending on experience level

- Remote Work – No commute time to the office

- No Equipment Provided. Must have a professional home office free of distractions and dedicated for work; complete with Windows operating system PC (Apple/Mac versions are not compatible with our software) , secure, wired internet, working camera and headset.

• Monthly Cell Phone Stipend $50.00
• Monthly Internet Stipend $60.00

- Benefits offered:

• Medical/Vision and Dental Insurance
• Personal Accident Insurance
• 401(k)/Roth with matching
• Tiered PTO based upon length of employment
• Discounts & Life Services offered through Optum EAP

- Team Environment – The opportunity to work with a great team who strives for excellence, where the average tenure is well over 6 years. (Not bad for a company who has been in business for 21 years!)

**eCallogy in partnership with ACD Direct, Inc. is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.