Contact Center Team Lead - US Residents Only

Job Description

Job Description

About Elevation Connect

Elevation Connect delivers a different kind of contact center experience—one powered by talented professionals who care deeply about the people they serve. Our team combines operational excellence with authentic human connection to support our clients and their customers.

We’re proud of our Performance for Purpose model, which supports philanthropic initiatives that strengthen our communities. When our team members succeed, our communities benefit.

We are growing and seeking an experienced Contact Center Team Lead with Higher Education contact center experience to help guide our team in supporting students, prospective students, and institutional partners. This position is work from home in one of the following states:  AL, CO (excluding Denver and Edgewater), FL, GA, KS, LA, MI, NC, OH, OK, SC, TX

Position Overview

The Contact Center Team Lead is responsible for leading, coaching, and developing a team of contact center agents to deliver exceptional service and achieve performance goals. This role plays a critical part in ensuring a high-quality experience for students and stakeholders while driving operational excellence and continuous improvement.

The ideal candidate brings prior leadership experience in a Higher Education contact center environment and is passionate about developing people, improving performance, and supporting student success.

Key Responsibilities

Team Leadership & Coaching

• Lead, coach, and develop a team of contact center agents to achieve performance and quality standards
• Provide ongoing feedback, coaching, and performance management to support individual and team success
• Assist with hiring, onboarding, and training new team members
• Foster a positive, engaging, and accountable team culture

Operational Excellence

• Monitor team performance using KPIs such as service level, quality, productivity, and customer satisfaction
• Identify performance trends and implement action plans to improve results
• Ensure compliance with client requirements, policies, procedures, and documentation standards
• Support workforce needs, including scheduling alignment and peak season readiness

Student & Customer Experience

• Serve as a point of escalation for complex or sensitive student and customer inquiries
• Ensure professional, empathetic, and accurate service delivery
• Promote a student-centric and solutions-focused mindset

Reporting & Continuous Improvement

• Analyze performance data and prepare reports for leadership
• Identify process improvement opportunities and recommend solutions
• Collaborate with leadership and cross-functional teams to enhance operations

Required Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• 1–3 years of contact center supervisory or team lead experience required
• Experience supporting Higher Education contact center programs strongly preferred (admissions, enrollment, financial aid, student services, or similar)
• Strong leadership, coaching, and performance management skills
• Excellent verbal and written communication skills
• Ability to analyze performance metrics and drive improvement
• Proficiency with contact center platforms, CRM systems, and Microsoft Office (Excel, Outlook, Word, PowerPoint)
• Ability to manage multiple priorities in a fast-paced environment

Work Schedule

• Monday–Friday between 8:00 AM and 8:00 PM MST
• Availability for extended hours during peak season (October–April)
• This position requires mandatory full attendance during the first two months of peak season each year, from October through November – including the days before and after the Thanksgiving Day holiday.

Technology Requirements

• Windows PC
  • Dual Core CPU (1.5GHz or better)
  • 8GB RAM
  • 20GB Free Disk space 
  • Windows 8.1, or 10
• macOS
  • Intel Core i7, 2.3 Ghz
  • 8GB RAM
  • Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
• Chromebooks and Linux systems are not supported
• High-speed internet
  • Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
  • Latency from employee to data center should be under 150ms one-way
  • Wireless connections (Wi-Fi) are not supported. Employees should be directly connected to their ISP router with an Ethernet cable
  • Satellite internet is not currently supported
• Wired USB Headset, camera and smartphone (for security ID only) required

Compensation & Benefits

• Hourly Wage/Salary: $20.43/hour
• Medical, Dental, and Vision insurance
• Paid Time Off (PTO)
• Remote work environment
• Career growth and development opportunities
• Supportive, mission-driven culture

Why Join Elevation Connect?

• Make an impact supporting students and educational institutions
• Lead a team in a growing, mission-focused organization
• Work remotely with a collaborative and supportive leadership team
• Develop your leadership career in a stable, expanding company

Important Notice

Elevation Connect will only contact candidates directly regarding applications. We will never request fees or banking information during the hiring process. Please be cautious of recruitment scams.