Team Lead – Call Center

Harris County•Houston, TX

2d•Onsite

About The Position

The Team Lead – Call Center is responsible for overseeing the scheduling of both temporary and full-time call center agents during election and non-election periods. The Team Lead should have advanced spreadsheet skills and work closely on scheduling to monitor staffing hours and ensure adequate coverage of the phone lines. This position also helps ensure new call center agents are trained accurately and effectively. In addition, the Team Lead supports the Manager with day-to-day operations and the overall organization of the call center, proactively identifying issues and developing solutions. While this role provides oversight and guidance to team members, it does not include supervisory responsibilities.

Requirements

Must meet all eligibility requirements to register to vote in the State of Texas.
High School Diploma or G.E.D. equivalent from an accredited educational institution.

Nice To Haves

Experience working with spreadsheets and data entry using Excel and similar software (1 year).

Responsibilities

Manage and maintain team schedules and daily staffing spreadsheets.
Collaborate with management to develop project goals and timelines, ensuring alignment with department standards established by leadership.
Coach and support team members by reinforcing proper phone etiquette and documentation practices while offering constructive feedback.
Provide support to other Team Leads as needed to help ensure the team’s overall operational success.
Maintain comprehensive knowledge of all Election Services content, processes, and resources.
Maintain clear and effective communication with employees and management via structured organization of emails, spreadsheets, one-pagers, and direct verbal communication.