Lead, Call Center (LEAP)

Position Description

Pay: $18-$20 per hour

Work Schedule: Monday - Friday, some weekend

Temporary position anticipated through April 30, 2023 with potential to go longer

This temporary job is eligible for Paid Sick and Safe Time (PSST) under the Healthy Families and Workplaces Act.

OBJECTIVE:

The Call Center Team Lead will assist the Quality, Contracts and Communications Manager in coordinating LEAP call center communication requirements for the Colorado Department of Human Services administered by Goodwill of Colorado and oversee the training and development, scheduling, tracking, and monitoring of the LEAP staff for the following divisions: Call Center Communications Clerks.

QUALIFICATIONS:

Two years of lead experience required. High school diploma or equivalent with a minimum of two years of clerical and administrative experience in an office environment; demonstrate proficiency in substantial computer use, math skills and ability to accurately type 30 words per minute. The incumbent must have excellent written and verbal communication skills and demonstrate the ability to interact with various types of internal and external customers and agencies in a high stress environment. The incumbent must also conduct oneself in a professional manner and maintain a professional appearance that enhances the firm’s reputations while demonstrating leadership qualities. The incumbent must be able to speak convincingly to staff members. The incumbent must be able to maintain accurate records and be detailed oriented. Overtime and weekend hours will be required.

Per contract requirements with vehicle insurance provider: Qualified candidates must be 21 years of age and have no major traffic violations for previous 3 years (for driving/insurance purposes). Incumbent will be required to comprehend and have a working knowledge of applications received via the following: mailed hard-copy, digital, PEAK, and telephonic applications. LEAP program experience is preferred, but not required.

KEY RESPONSIBILITY AREAS:

LEAP Program Support

The Call Center Team Lead will attend State LEAP training and continue to develop a thorough working knowledge of LEAP in order to support the program, the Quality, Contracts and Communications Manager and the Processing Division. The Call Center Team Lead will be responsible for and oversee communication expectations of the Call Center Communication Clerk Division. The incumbent will explain eligibility criteria to LEAP applicants and agencies, receive and review incoming calls, and aid in securing verification needed to process applications. The incumbent is responsible for contacting vendors, applicants, and other agencies for information, if deemed necessary, and always maintain caseloads and confidentiality. The Call Center Team Lead will ensure communication from call center is handled in a professional and timely manner.

LEAP Tracking and Reporting

The Call Center Team Lead will conduct ongoing reviews to ensure Call Center Communication Clerks maintain a positive and professional relationship with all applicants, vendors, clients, other LEAP staff and human services agencies presenting a positive image of the company. The incumbent will oversee the weekly random monitoring of digital phone message to ensure client’s needs are being addressed. The incumbent will determine staff access needs to support all computer systems used for communications such as the Mitel Phone system. It is critical that the Call Center Team Lead facilitate inter-departmental communications, establish, and maintain clear channels of communication between the applicable organizations both internally and externally to achieve LEAP excellence. It requires solicitation of ideas and concerns of the case management staff to assess needs and progress of LEAP programs and staff to ensure high level of quality and compliance is reached and maintained. The Call Center Team Lead must ensure that all Call Center Communications Clerk requirements are being met for the call center.

Staff Management and Development

The Call Center Team Lead must have the ability to motivate the members of the Call Center Communications Team and support their development through appropriate and effective guidance, training, and development. In addition, the incumbent must be committed to providing timely feedback regarding the quality of ongoing monitoring. The incumbent must work to create an environment of “Teamwork and Trust” throughout the LEAP organization. It will also be necessary for the incumbent to seek and implement ways to provide cross training opportunities for retention and development. The Call Center Team Lead will demonstrate creative leadership by identifying valuable new ideas and will possess the ability to implement them. The incumbent is responsible for anticipating staffing and training needs within the department. When staffing levels are not appropriate, the incumbent will advocate and persuade SUP I Digital Apps and Hiring and/or Quality, Contracts and Communications Manager to make the necessary changes. The incumbent is responsible for ensuring staffing coverage is appropriate by managing vacation requests, attendance tracker, etc.

Staff Guidance and Development

The Call Center Team Lead will advise Call Center Communications Clerks in the day-to-day activities and provide staff training and development. The incumbent will provide timely feedback to all staff and provide guidance to staff on rules and regulations, policies, and procedures. In addition, the incumbent will provide and/or aid with the coverage of in-house staff in the absence of the LEAP Managers and/or Supervisors.

Relationship Management

The Call Center Team Lead is responsible for establishing and maintaining a positive and professional relationship with all customers, vendors, clients, and human services agencies presenting a positive image of the company. The incumbent will be responsible for working successfully as a team leader and communicate effectively with all LEAP staff, and all Goodwill of Colorado staff throughout the organization. The Call Center Team Lead will be expected to maintain sound and positive working relationships with all Goodwill of Colorado employees, Colorado Department of Human Service’s personnel, utility vendors, community partners, and the community at large. The incumbent will also perform other duties as requested by the Quality, Contracts and Communications Manager, Operations SUP II, SUP I and/or Operations Manager.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Position: 666 - Lead, Call Center LEAP Dept Number: 5375

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Heavy: 45 lbs & over - OCCASIONALLY

Moderate: 15-44 lbs - OCCASIONALLY

Light: 14 lbs & under - OCCASIONALLY

CARRYING:

Heavy: 45 lbs & over - OCCASIONALLY

Moderate: 15-44 lbs - OCCASIONALLY

Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

Above Shoulder - OCCASIONALLY

At Shoulder - CONTINUOUSLY

Below Shoulder - CONTINUOUSLY

TWISTING - CONTINUOUSLY

BENDING - FREQUENTLY

KNEELING/CRAWLING - OCCASIONALLY

SQUAT - OCCASIONALLY

CLIMBING:

Use of legs only (stairs) - OCCASIONALLY

Use of arms & legs (ladders) - NEVER

HEARING - CONTINUOUSLY

VISION:

Visual, close - CONTINUOUSLY

Visual, distant - CONTINUOUSLY

Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

Simple grasping - CONTINUOUSLY

Fine Manipulation - CONTINUOUSLY

Repetitive Movements - CONTINUOUSLY

WALKING - FREQUENTLY

STANDING - CONTINUOUSLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe -

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)