DRP Lead Agent - Full Time - Remote/Onsite Plano, TX

Digital Rescue Partner Lead (Christian Pro-Life Organization)

Classification: Non-Exempt

Type: Full Time Weekdays Remote/Onsite Plano, TX

Reports To: DRP Contact Center Manager

Summary: The DRP Lead is a role for someone ready to invest in their own growth while contributing to the strength of the team around them. This is a working lead positionanswering calls remains the primary responsibility, and leadership happens while staying on the phones, not by stepping away from them. This person, leads by example, shows up for their team, and is ready to step into something more.

The Kind of Leader We Are Looking For: Someone who leads with integrity, humility, and a faith-driven commitment to the mission and values of Human Coalition. They earn trust through consistency, care, and charactersolutions and client-oriented, calm under pressure, and genuinely invest in the growth of the people around them. In practice, this looks like leading by example on difficult calls, checking in when a teammate needs support, and leading with a discernment that comes from investing in the teamknowing their strengths, and where to guide each person toward growth.

Responsibility and Leadership: The DRP Lead is trusted to make a number of day-to-day decisions independently. This includes approving minor schedule swaps between agents over email, with the manager included on the thread, and helping an agent work through a difficult call in the moment, whether by chat or by phone. The Lead can also task things to agents and step in to help prioritize time-sensitive tasks or time-sensitive cases for patients. Some decisions, however, remain with the manager. Formal disciplinary action or written coaching notes, any policy changes or exceptions, schedule changes beyond a minor swap, PTO, and anything involving HR, hiring, termination, or performance reviews are handled by the manager directly.

Responsibilities:

• Answering inbound and outbound calls is the primary responsibility of this role
• Work key daily and monthly reports and follow up with callers
• Serve as the first point of contact for agents when the manager is unavailable
• Monitor call flow and support agents with questions or difficult calls in real time
• Ensure daily processes run smoothly confirmation texts, reschedule queue, file accuracy
• Participate in coaching conversations and team meetings
• Listen to live calls to support quality and consistency

Qualifications:

• Minimum 1 year experience as a Contact Center Agent at Human Coalition
• Consistently meets or exceeds performance metrics
• Strong communication and interpersonal skills
• Bilingual English and Spanish preferred
• Demonstrated reliability, professionalism, and a deep commitment to the mission and vision of Human Coalition
• Comfortable with Salesforce, Twilio Flex, and Microsoft Office
• A heart for developing others and a desire to grow as a leader

Schedule: This is a full-time position with a rotating schedule of opening and closing shifts within our hours of operation, 7 AM to 6 PM. Fridays close at 3 PM. The Lead will also be on call to support the agent working Saturday, with this on-call responsibility rotating as well.

Schedule is subject to discussion and adjustment based on team needs and organizational requirements.

Supervisory Experience: None. This role is an individual contributor.

Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement: Human Coalition is an equal opportunity employer and makes recruitment, employment, promotional, and all other Human Resource decisions without regard to race, color, national origin, age, sex, or marital, disability, or veteran status. Because our primary mission is religious, Human Coalition does lawfully require assent and adherence to our core doctrinal beliefs.