Team Lead - Call Center

Position Overview:

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 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.

Duties and 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 teams 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.

Harris County is an Equal Opportunity Employer