Contact Center Team Lead

Highlight is seeking a Contact Center Team Lead to support a large-scale customer support team providing employment-related services to Texas residents. 

• Provides daily direction and communication to a team of 10-15 agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provide support for agents by providing appropriate coaching, counseling, direction and resolution via video conferencing.
• Ensure agents have appropriate training and other resources to perform their job.
• Conduct regular call monitoring and provide constructive feedback
• Assist agents with escalated phone calls that require supervisor intervention
• Share continual responsibility for deciding how to manage agents, ensuring calls are handled efficiently and effectively.
• Gather and share agent feedback to improve remote work protocols
• Monitor attendance, adherence to schedule, and productivity metrics
• Identify training needs and coordinate with the training department to address skill gaps
• Support new hire onboarding and training for remote team members
• Previous experience assisting with unemployment benefits or job placement programs preferred

• High school diploma required
• Excellent oral, written and interpersonal communication skills
• Proficiency in call center software and CRM systems and knowledge of Microsoft Office applications and telephone protocol
• 3 years of customer experience required
• Previous experience providing oversight in a contact center preferred
• Texas-based resident preferred

For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org. 

We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com  Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.

Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals.

To protect yourself, keep the following in mind:

• All emails will come from an official @highlighttech.com or @talent.icims.com email address.
• We will never request payment or personal financial information during the recruitment process.
• We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels.

If you suspect fraudulent activity or have any doubts about the authenticity of an email, letter, or telephone communication supposedly from, for, or on behalf of Highlight,  please contact our team directly at Recruiting@highlighttech.com.