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Call Center-Lead
Candidates who are Veteran’s or Veteran Spouses will are urged to apply
Golden, CO
Job Description
Quality Innovation, Inc. is seeking a Call Center Lead or Trainer to join our team supporting the VA’s Denver Logistics Center. Lead must provide direct assistance to the Supervisor, who will report to the Veterans and Clinicians on-site contract Supervisor. Leads will be responsible for taking inbound calls, as well as delivering initial, new, and refresher training content to process of fulfilling orders and directing calls as necessary. This position is in support of a proposal for a government contact.
Duties and Responsibilities
Quality Innovation, Inc. is an Equal Opportunity Employer and as such abides by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, gender identity or sexual orientation.
Duties and Responsibilities
- Provides guidance and advises Agents on standards and protocols of the call center.
- Assists the on-site contract Supervisor with all aspects of customer service section production, workload, team dynamics, and individual contract employee issues and concerns.
- Provides resolution for simple and informal complaints received from Veterans, VHA Clinicians, and DLC employees. Refers more complex issues and concerns to the on-site contract Supervisor.
- Provides instructions to Agents regarding proper phone etiquette – messaging, transfers, online ordering instructions, interpreting software screens.
- Leads will be responsible for taking inbound calls, as well as delivering initial, new, and refresher training content to all contracted Agents.
- The Leads report to the on-site contract Supervisor who is responsible for the services performed by the Agents.
- Leads must have a mastery of diverse communication styles, to include professional writing and formatting, as well as managing the preparation of materials that convey complex technical program information directed to audiences with varying levels of comprehension and interests.
- Have a working knowledge of procedures, rules, and processes that exist in other VA service organizations in order to refer Veterans to appropriate VA business lines. Considerable training experience including practical application.
- Ability to constructively handle customer service-related conflict and problem resolution in a professional and appropriate manner.
- Ability to motivate and coach others.
- Ability to process a high volume of calls and/or tasks in a fast-paced environment accurately.
- Associate degree or equivalent professional experience.
- Minimum of 2 years of call center / Customer Service Leadership and Training experience
- Proficiency in Microsoft Office software applications, including Excel, Word, PowerPoint Access, and Outlook.
- Must type at least 35-40 wpm.
Quality Innovation, Inc. is an Equal Opportunity Employer and as such abides by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, gender identity or sexual orientation.
Job Summary
Start Date
01/01/2024
Employment Term and Type
Regular, Full Time
Hours per Week
40
Work Hours (i.e. shift)
6 am-6pm
Required Education
Associate Degree
Required Experience
2+ years
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