Call Center Lead

Gesher Human Services • Detroit, MI

6h

About The Position

The Call Center Lead provides day-to-day guidance, training, and quality support to Call Center Specialists delivering phone-based career services to Detroiters. This role serves as a working lead, ensuring consistent customer experience, staff readiness, accurate data entry, and adherence to workforce program requirements. The Call Center Lead supports onboarding, coaching, and continuous improvement while maintaining direct service capacity as needed.

Requirements

• High school diploma or equivalent required.
• 2-3 years of experience in customer service, call center, workforce development, or human services
• Excellent verbal communication, facilitation, and problem-solving skills
• Ability to provide constructive feedback and performance support
• Strong organizational skills and attention to detail
• Proficiency with computers, databases, call tracking systems, and Office 365

Nice To Haves

• Prior experience training, coaching, or mentoring staff preferred
• Strong knowledge of career services, workforce programs, or public assistance systems preferred

Responsibilities

• Provide onboarding, training, and ongoing coaching to Call Center Specialists
• Serve as a subject-matter resource for career services, eligibility, and referral processes
• Monitor call quality, documentation accuracy, and customer service standards
• Support staff with real-time problem-solving and escalation resolution
• Reinforce consistent use of scripts, procedures, and data systems
• Assist with scheduling, coverage coordination, and workflow support
• Identify training gaps and recommend process improvements
• Support compliance with Detroit at Work and funding source requirements
• Participate in quality assurance reviews and performance tracking
• Maintain documentation related to training, coaching, and call center activity
• Provide direct phone support to customers as needed
• Coordinate with managers and career services staff to ensure seamless service delivery
• Perform other related duties as assigned

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED