Call Center Lead

ManpowerGroup; East Hartford (CT); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical and Prescription Drug Plans

Dental Plan

Supplemental Life Insurance

Short Term Disability Insurance

401(k)

Job summary

ManpowerGroup is seeking a Call Center Lead for the East Hartford, CT area to guide a customer support team serving HUSKY program beneficiaries. You will mentor agents, handle escalated calls, and coordinate with supervisors to ensure top-notch service delivery.

The role requires strong leadership, excellent communication, and the ability to document interactions and analyze trends for continuous improvement. Competitive pay and benefits follow after the waiting period.

Qualifications

• Associates degree from an accredited college or university.
• Minimum of two (2) years experience in a call center environment.
• Knowledge of Medicaid and CHIP programs is a plus.
• Strong problem-solving skills and ability to handle difficult situations professionally.
• Excellent verbal, written, and interpersonal communication skills, with proficiency in MS Office Suite and Avaya telephone system.

Responsibilities

• Provide courteous and accurate one-on-one telephone support to HUSKY consumers, assisting with program account information and password resets for the online Consumer Portal.
• Support the call center floor and agents by managing escalated calls and acting as a liaison between supervisors and team members.
• Serve as a backup support when supervisors are unavailable, ensuring seamless service delivery.
• Coach and train new staff and support existing team members to meet performance standards.
• Document calls, requests, and interactions accurately in the designated system, and report trends or issues to leadership for continuous improvement.

Skills

Verbal communication

Written communication

Interpersonal skills

MS Office Suite

Avaya phone system

Education

Associates degree

Tools

MS Office

Avaya

Job description

Our client, a leading organization in public health and human services, is seeking a dedicated and motivated Call Center Lead to join their team. As a Call Center Lead, you will be an integral part of the customer support team, ensuring efficient communication and assistance for HUSKY program beneficiaries. The ideal candidate will demonstrate strong leadership, excellent communication skills, and a commitment to providing outstanding service, which will align successfully in the organization.

Job Title: Call Center Lead

Location: East Hartford, CT

Pay Range: $22.04

Shift: Monday through Friday

What's the Job?

• Provide courteous and accurate one-on-one telephone support to HUSKY consumers, assisting with program account information and password resets for the online Consumer Portal.

• Support the call center floor and agents by managing escalated calls and acting as a liaison between supervisors and team members.

• Serve as a backup support when supervisors are unavailable, ensuring seamless service delivery.

• Coach and train new staff and support existing team members to meet performance standards.

• Document calls, requests, and interactions accurately in the designated system, and report trends or issues to leadership for continuous improvement.

What's Needed?

• Associates degree from an accredited college or university.

• Minimum of two (2) years experience in a call center environment.

• Knowledge of Medicaid and CHIP programs is a plus.

• Strong problem-solving skills and ability to handle difficult situations professionally.

• Excellent verbal, written, and interpersonal communication skills, with proficiency in MS Office Suite and Avaya telephone system.

What's in it for me?

• Opportunity to work in a supportive and inclusive environment dedicated to public health and community service.

• Engagement in meaningful work that directly impacts individuals and families in need.

• Chance to develop leadership skills and grow within a reputable organization.

• Supportive team environment with opportunities for training and professional development.

• Competitive pay rate aligned with industry standards.

Upon completion of waiting period associates are eligible for:

• Medical and Prescription Drug Plans

• Dental Plan

• Supplemental Life Insurance

• Short Term Disability Insurance

• 401(k)

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.