We are a dynamic team at eCallogy, dedicated to providing exceptional customer service solutions. Currently seeking a motivated Contact Center Team Lead to join our fully remote support team.
What You'll Do
Lead and oversee Account Managers and Support Specialists, collaborating closely with the Operations Director.
Monitor daily operations, ensuring key performance metrics are met or exceeded.
Manage attendance, leave, and training compliance for team members.
Conduct Quality Assurance checks and assist with CSR training.
Participate in meetings and handle technical issues affecting operations.
Coordinate coverage and manage staff schedules to optimize performance.
Prepare and deliver performance reports on a monthly basis.
Support RFP opportunities and assist with proposals.
Represent eCallogy at meetings, conferences, and client events as needed.
What We're Looking For
Minimum 5 years of experience in a Call Center/Contact Center leadership role.
Strong organizational skills with the ability to manage workflow effectively.
Excellent communication skills and proficiency in Microsoft Office.
Experience With CRM Systems And Knowledgebases Preferred.
Ability to work independently in a distraction-free, home office environment with necessary equipment (PC, secure internet, camera, headset).
Additional Skills (Preferred)
Knowledge of contact center software, IVRs, call routing, VOIP, and scripting tools.
Experience in government procurement processes or RFP writing.
Familiarity with non-profit or income-challenged programs.
Background in account or program management.
What We Offer
Competitive salary based on experience level.
Fully remote position with no commute required.
Monthly stipends for cell phone and internet expenses.
Comprehensive benefits package including medical, vision, dental insurance, and 401(k) with matching.
Tiered Paid Time Off structure based on length of employment.
Discounts and life services through Optum EAP.
Equal Opportunity Employer
eCallogy, in partnership with ACD Direct, Inc., is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Employment Type: Full-Time
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Human Resources Services
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