Call Center Team Lead - Aging
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Wichita, KS 67202
Company: Sedgwick County
Pay: $16.76 hourly
Work Schedule: 8am – 5pm, Mon – Fri
Performs supervisory duties/functions and oversee the daily operation of the Aging and Disability Resource Center Call Center while assisting with call management.
Oversee Call Center activities including call management, call monitoring, data review and data collection and adhering to funding requirements.
•Evaluate, coach and train staff
•Call monitoring reviews to ensure quality service
•Maintain daily/weekly/monthly records on call volume, response time and problem resolution and employee performance.
Supervise program staff and maintain oversight on service provided, quality of work and staff activities.
•Actively assist with performing call center duties
•One on one staff coaching regarding service provided, call performance, strengths, challenges or resources
•Schedule staff, manage time off and maintain adequate call center coverage
To assist with educational needs to enhance their call center skills.
•Provide, coordinate or encourage continuing training for staff to enhance staff’s skills/knowledge
Minimum Qualifications: Bachelor’s degree from an accredited college or university in Social Work, Gerontology, Human Service, Public Administration, or another related field. Minimum of three (3) years’ of experience in field of aging, physical disabilities, and/or traumatic brain injury. Minimum of two (2) years’ supervisory experience, and two (2) years’ customer service experience.
Preferred Qualifications: Master’s degree from an accredited college or university in Social Work, Gerontology, Human Service, Public Administration, or another related field. Ideal candidate will have Five (5) years’ experience working in the field of aging, physical disability/traumatic brain injury; Three (3) years’ supervisory experience in a call center; and Three (3) years customer service experience. Experience working for an Area Agency on Aging (AAA) a plus. AIRS, Information and Referral Certification. Bilingual skills a plus.
It is the policy of Sedgwick County not to discriminate in its programs or services provided to the general public, including employment and all other activities, on the basis of race, color, religion, national origin, citizenship, sex, age, disability, veteran status or any other similarly protected status. Sedgwick County is committed to making the application, interview, and pre-employment testing process accessible to persons with disabilities. If you wish to volunteer information regarding any special assistance you may need, please notify Human Resources by phone at (316) 660-7050, TDD (Kansas Relay at 711 or 800-766-3777). Do not use this phone number for employment questions. This number is provided only for those requiring ADA assistance. You will be contacted should the department feel that you are a qualified candidate.