Technical Call Center

Description
Note:
We are unable to hire individuals in California at this time. This is a 100% remote role and we will be hiring for two open positions. The interview process will include one - two interviews per qualified individual before a decision is made. All communication about the position will be through email.

Team Leadership and Performance Management

• Ensure consistent achievement of KPIs, SPIs, SLAs, and quality standards of the assigned team.
• Monitor performance data and Quality Assurance feedback to identify trends, coaching opportunities, and process improvement needs.
• Deliver actionable, ongoing coaching to strengthen quality, efficiency, and customer satisfaction.
• Provide real-time guidance during live calls and escalations to ensure timely, effective resolutions.
• Oversee schedule adherence, approve timecards, and coordinate time-off requests to maintain coverage and compliance.

Operational Support and Coordination

• Serve as the primary point of support for your team, helping resolve issues and maintain steady daily operations.
• Keep the team informed and compliant with current procedures, policies, and best practices.
• Collaborate with direct manager, Quality & Training Specialists, and internal stakeholders to align priorities and support team success.
• Prepare concise performance summaries and insights for the management and leadership team.

Process Improvement and Development

• Contribute to the enhancement of Standard Operating Procedures, workflows, and quality controls.
• Support ongoing training and skill development initiatives for Agents and Sr. Agents.
• Participate in recruitment, onboarding, and cross-functional training initiatives as needed.

Requirements
Education and Experience

• High school diploma or equivalent required; associate's or bachelor's degree in business administration or related field preferred.
• 3–5 years of call center leadership experience (Team Lead, Supervisor, or equivalent) in a high-volume environment.
• Demonstrated success in coaching, performance management, and quality improvement for front-line teams.

Technical and Analytical Competencies

• Strong analytical skills with the ability to interpret performance metrics and develop data-driven improvement plans.
• Skilled at managing multiple priorities and adapting quickly to changing business needs.
• Comfortable navigating and leveraging multiple systems to support team operations and reporting.
• Proficiency with Microsoft Office Suite, CRM systems, telephony platforms, and knowledge management tools.

Leadership and Communication Competencies

• Exceptional written and verbal communication skills with the ability to tailor messaging to diverse audiences.
• Collaborative, solution-focused problem solver who remains composed under pressure.
• Proven ability to foster a healthy, accountable, and high-performing team culture.
• Strong conflict resolution and decision-making capabilities.

Physical, Mental, and Sensory Requirements
With or without reasonable accommodation, these are the physical, mental, and sensory requirements for this role.

• Sit for extended periods while working at a computer and phone.
• Use hands and fingers to operate keyboard, mouse, and phone system with consistency and accuracy.
• View and interpret information on computer screens for extended durations.
• Hear and clearly understand customer communication over the phone.
• Speak clearly and effectively for prolonged periods.
• Maintain concentration while managing multiple tasks and troubleshooting in real time.
• Apply problem-solving, reasoning, and technical logic consistently under pressure.
• Manage stress appropriately in a fast-paced, customer-facing environment.
• Adapt to evolving priorities, workflows, procedures, and schedules.
• Occasionally stand, walk, bend, or reach as needed throughout the workday.

Final Note
Like many companies, we are an at-will employer, which means either you or the Company can end the employment relationship at any time, for any lawful reason, and with or without notice.