Customer Care Lead

Are you an experienced call center professional with a knack for leadership, coaching, and managing complex customer escalations? We are seeking a dedicated Customer Care Lead to join our operations team on-site in East Hartford, CT! In this critical frontline leadership role, you will bridge the gap between agents and leadership, providing technical support, floor assistance, and policy guidance while ensuring top-tier service delivery.

This is a fast-paced position designed for a self-motivated multitasker who can maintain absolute composure under pressure and help guide team members toward success. If you have a solid foundation in call center operations and a passion for human services or healthcare programs, this 6-month contract opportunity is the perfect platform to expand your supervisory career.

salary: $22.03 - $22.04 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School

Responsibilities

Key Responsibilities:

• Support the call center floor by handling supervisor-level escalations and guiding irate customers professionally via phone.

• Act as a direct liaison between team supervisors and agents, stepping in as a backup leadership resource when supervisors are unavailable.

• Coach, mentor, and assist with the onboarding and training of new customer service staff.

• Provide one-to-one telephonic support to consumers and providers, resolving inquiries regarding password resets, premium billing, and spend-downs.

• Meticulously document all consumer interactions, note inquiry trends, log data into tracking software, and handle formal complaints.

• Maintain deep policy proficiency regarding HUSKY Health rules, guidelines, and related program compliance frameworks.

• Identify, research, and escalate technical issues or advanced complaints to call center managers and external Connecticut agencies.

Requirements:

• Associate's degree from an accredited college or university is required.

• Minimum of 2 years of professional work experience in a high-volume call center environment.

• Solid understanding of call center operational processes, workflows, and quality monitoring standards.

• strong technical proficiency navigating personal computers, including the MS Office Suite and Avaya telephone hardware.

Skills

• Empathy
• Typing Skills
• Basic Software Skills
• Basic Computer Skills

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.