Contact Center Lead

TL;DR

Contact Center Lead: Overseeing daily operations and guiding a team of customer service representatives to ensure high-quality member support with an accent on protocol adherence, documentation accuracy, and conflict resolution. Focus on monitoring team performance, conducting training, and managing escalated inquiries in a fast-paced, high-volume environment.

Location: Must be based in Norton, VA (Onsite role)

Salary: $18.81 - $22.00 USD Hourly

Company

hirify.global is a service-oriented organization dedicated to improving lives through reliable support and logistics solutions.

What you will do

• Provide guidance and mentorship to a team of customer service representatives.
• Monitor and assess team interactions to ensure adherence to company policies and quality standards.
• Handle escalated inbound member questions and concerns via phone and email.
• Accurately document customer information, complaints, and trip data.
• Conduct training sessions for new and existing team members.
• Collaborate with management to identify operational improvements and best practices.

Requirements

• Must be able to work onsite at 798 Park Ave NW, Norton, VA.
• High School Diploma.
• 4+ years of experience in a contact center or customer service role with high phone volume.
• Proficiency in typing (minimum 35 wpm) and 10-key usage.
• Strong verbal and written communication skills.
• Ability to follow complex instructions and solve problems independently.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan with company match.
• Paid time off and paid parental leave.
• Short-term and long-term disability coverage.
• Tuition reimbursement program.
• Employee discounts on retail, travel, and dining.