Contact Center Lead

Crossroads YMCA-posted 3 months ago
Full-time
Crown Point, IN
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Lead the frontline of connection — where service meets purpose. Apply today! The Contact Center Lead plays a critical role in daily operations at the Crossroads Engagement Center. This role provides guidance, coaching, and support to the Contact Center Agents while maintaining call quality, service levels, and operational efficiency. The Contact Center Lead also handles escalated calls and ensures that team members have the tools and support needed to succeed.

  • Effectively model and communicate the mission, vision, and values of the Crossroads YMCA in all interactions.
  • Lead and supervise a team of service agents during assigned shifts, providing coaching, feedback, and on-the-spot support.
  • Monitor real-time call flow and agent performance to ensure KPIs and service standards are consistently met.
  • Support the training of new hires and the ongoing development of current staff.
  • Assist with scheduling, shift changes, and communication of updates or policy changes.
  • Report shift metrics, unusual situations, or unresolved member issues to the Director and recommend process improvements as needed.
  • Handle escalated or complex member inquiries with professionalism and efficiency.
  • Respond to inbound calls with accuracy, empathy, and professionalism—providing clear information regarding memberships, programs, billing, and policies.
  • Accurately document member interactions and escalate complex issues when appropriate.
  • Maintain in-depth knowledge of YMCA offerings, including branch-specific programs and operational details.
  • Communicate membership options and perks to both prospective and current members to encourage retention and appropriate upgrades.
  • Support member goals by identifying their needs and helping them connect with relevant programs, services, or member communities.
  • Foster member satisfaction and retention by building genuine relationships and delivering a positive, personalized service experience.
  • Inform members of account alerts in a professional and respectful manner.
  • Collaborate with teammates and other departments to ensure alignment of messaging and service delivery.
  • Apply all YMCA policies dealing with membership services.
  • Be knowledgeable and supportive of the YMCA annual support campaign.
  • Complete all required compliance and professional development training annually or as assigned.
  • Perform other duties as assigned.
  • High school diploma or equivalent required; associate degree or higher preferred.
  • 2 years of previous customer service, sales or related experience.
  • Excellent interpersonal, communication, and problem-solving skills.
  • Strong communication, conflict resolution, and problem-solving skills.
  • Ability to lead by example and foster a positive, high-performing team environment.
  • Passion for delivering outstanding service and building relationships.
  • Familiarity with YMCA programs and services is a plus.
  • Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
  • Adept computer skills with CRM experience.
  • Desire and ability to work with people of all ages and backgrounds.
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