Discover Team Leader

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities. 
If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.
Job Summary
The Operational Lead guides a dynamic team of technical contact center agents on a day-to-day basis. This role is responsible for providing a high level of support for both the contact center agents and the client, monitoring quality assurance daily, upskill training, and ensuring schedules and attendance are kept organized. This role is critical for ensuring that the agents are consistently motivated, well trained, effectively coached, and has high job performance in a technical environment. This role is a true driver of his/her success and a leader in company culture.

Responsibilities

• Responsible for supporting student call center agents, specialized in handling technical customer service inquiries.
• Monitor, coach, and provide specific feedback to meet customer resolution, including quality, productivity, and compliance.
• Identify training requirements and any skill gaps of Education at Work’s agent team.
• Ability to mentor and develop student agent to meet and exceed call center goals.
• Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility.
• Ensure that all employees are kept in the communication loop, as new client initiatives and procedures are rolled out.
• Ensures customers are receiving an exceptional experience at the conclusion of each transaction.
• Maintain excellent working knowledge of company policies and procedures.
• Exceptional time management, organization, and prioritization skills to complete work in a timely manner.
• Ability to work both independent and in a team setting within a face-paced environment.
• Current Operating hours are Monday – Friday 24 hours a day, Position will require both A.M. and P.M. flexibility, with the ability for 2nd shift (4PM - 1230AM), as well some holidays.
• All other duties as directed by management.

Qualifications

• High school diploma required. Technical Certification or bachelor’s degree preferred.
• 1 – 3 years of experience delivering an incredible customer experience in an IT or tech support environment, with at least 1 year of demonstrated experience in a lead or supervisor role (experience working with high school/college student demographic is preferred).
• Experience in handling customer escalations while providing excellent customer service to clients.

THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES.  TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED.  ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.