Senior Level Call Center Team Lead (Call Center)

Location: Charlotte, North Carolina, USA; onsite role supporting clients across the Mid-Atlantic region

Compensation: Competitive compensation with benefits and performance incentives; referral bonuses of up to $5,000 are available for eligible referrals.

Company

hirify.global is a management and operations consulting services firm providing enterprise solutions across risk management, compliance, business processes, IT effectiveness, engineering, environmental sustainability, and human capital.

What you will do

• Supervise call center agents and support daily team operations.
• Monitor performance and provide coaching and feedback.
• Develop staffing schedules to support service delivery.
• Lead training for new hires when required.
• Oversee quality assurance programs and collaborate with management to improve processes.

Requirements

• 3+ years of call center experience.
• At least 1 year of leadership experience.
• Associate’s degree or equivalent experience.
• Leadership, performance monitoring, conflict resolution, team motivation, accountability, and decision-making skills.
• Proficiency with business tools, including Microsoft Office; advanced Excel, Access, Outlook, PowerPoint, and Word skills are preferred for the role.
• Ability to support government and public services engagements and fulfill documented organizational goals.

Culture & Benefits

• Full-time employees may receive medical, dental, and vision insurance.
• Benefits include a 401(k) plan with company matching, paid time off, holidays, flexible spending accounts, and disability insurance.
• Additional benefits include supplemental life and accidental death and dismemberment insurance, purchasing discounts, and performance incentives.
• Some consulting engagements may require security clearance.
• The position may be performed under a contingent 1099 or W-2 arrangement, with possible conversion to a hirify.global-employed W-2 position.