Office Lead

EXL•Hartford, CT

18h•$18 - $20

About The Position

The Office Lead is responsible for supporting the day-to-day administrative and operational functions of a call center environment. This role ensures the accuracy of data entry, maintains employee attendance records, and provides front-line guidance and coordination for inbound call center staff. The Office Lead serves as a liaison between staff and management, helping to ensure adherence to company policies and operational standards.

Requirements

High school diploma or equivalent required; Associate degree preferred
Minimum of 1–3 years of administrative, office support, or call center experience
Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and/or relevant data management systems
Strong data entry skills with a high level of accuracy and attention to detail
Effective verbal and written communication skills
Strong organizational and time management abilities
Ability to manage multiple priorities in a fast-paced environment
Ability to exercise sound judgment and maintain professionalism
Ability to handle sensitive and confidential information with discretion

Nice To Haves

Prior experience in a lead or supervisory capacity preferred

Responsibilities

Accurately enter, update, and maintain data within internal systems in a timely manner
Track, maintain, and audit employee attendance records, including absences, tardiness, and leave requests, in accordance with company policies
Provide day-to-day oversight and support to inbound call center employees, including answering questions and reinforcing procedures
Assist with staff scheduling, shift assignments, and coverage coordination as directed by management
Monitor and report on attendance trends and basic performance metrics
Serve as a first point of contact for routine employee concerns and escalate issues to management as appropriate
Support onboarding activities, including documentation collection and system access coordination
Prepare and distribute routine administrative and operational reports
Ensure compliance with company policies, procedures, and applicable regulations
Maintain confidentiality of employee and organizational information at all times