Job Details

Overview

Contact Center Team Lead - Reno, Nevada / Fully Remote - US

Join to apply for the Contact Center Team Lead role at Gainwell Technologies. This position involves leading a contact center team, coaching and training staff, and coordinating with agents and leadership to ensure effective client service in a remote work environment.

Responsibilities

• Performs coaching and training for the contact center team.
• Schedules meetings with Agents and Leadership and attends Client or internal meetings, drafts and publishes meeting minutes/notes from audio and/or video recordings.
• Assists with developing and maintaining business processes for the contact center; onboarding/offboarding activities, time tracking, maintains spreadsheets and monitoring day to day activities.
• Researches and responds to inquiries for the contact center agents; escalates and/or routes inquiries to appropriate personnel as necessary. Other duties as assigned.

What Were Looking For

• Four or more years of call center experience.
• Experience working with Microsoft Office Suite tools such as Excel, Teams, Outlook and Word.
• A welcoming, positive disposition.
• Good office equipment, computer and business solutions software skills.
• Excellent interpersonal skills for communicating (oral and written) with internal and external personnel of all levels.

What You Should Expect In This Role

• Good organization skills to balance work and prioritize tasks.
• Ability to work independently with minimal supervision and solid multi-tasking skills.
• Remote work environment between the hours of 8am - 5pm PST.

Salary: The pay range for this position is $47,000.00 - $67,200.00 per year, which may vary based on geographic region, internal equity, knowledge, skills, and experience. Gainwell offers a comprehensive benefits package including flexible vacation, a 401(k) match, health benefits, and educational support. Opportunities for leadership and technical development academies are also available.

Gainwell Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, sexual orientation, status as a protected veteran, disability, or other legally protected characteristics.

Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.