Contact center lead 3797 1 - united states, dublin

Job description:• remote/onsite: onsite
• work schedule: m-f; must be flexible; 1 – 9am-5:30pm; 2 – 10:30am-7pm; 2 – 12:30pm-9pm est
• training schedule: 6/6/22 & 6/7/22 11am – 7:30pm est
• pay rate: $20/hr
• interview process: candidate will participate in an interview w/epiq management via teams
• background check: worker must clear background prior to starting (run wells fargo package)
• special notes: schedules will begin on 6/8/22, but leads will need to be flexible to on site needs

position summary
the position requires prior call center experience. understand call center demands and metrics. bachelor’s degree in communications, social studies, legal field preferred but not required (could be substituted by relevant job experience. articulate, adept at formulating policies and procedures. expertise in the areas of staff development and direction, training, quality control, and document preparation.

essential duties and 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 time card 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

job qualifications and requirements
• effective problem solving skills
• effective listening skills
• dependable and able to adhere to schedule
• ability to deal with varied and often difficult personalities while maintaining an even temperament
• ability to communicate with callers, internal departments and other third parties in a professional mannercomments for suppliers

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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