Customer Service, Team Leader

CATALIS; United States; On-site; USD 48,000 - 70,000; Full time

Job summary

CATALIS, a leading government SaaS provider, is seeking a Call Center Team Lead to manage and assist agents in delivering exceptional service. This full-time role offers an exciting opportunity to enhance operational efficiencies and improve customer interactions. Join Catalis in making a meaningful impact on government services delivery.

Benefits

Competitive salary and benefits package, including health, dental, vision insurance

Paid time off

401(k) plan with matching contributions

Opportunities for personal development and career advancement

Qualifications

• At least 2 years of previous call center experience.
• Must be self-directed, motivated, and dependable.
• Excellent oral & written communication skills.

Responsibilities

• Assist call center staff on Catalis Payments products & services.
• Lead and support Call Center agents to meet performance standards.
• Resolve escalated customer and client issues.

Skills

Leadership

Problem-Solving

Communication

Attention to Detail

Education

High School Diploma or equivalent

Job description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

The Opportunity

We are seeking a full-time employee to work from 11:30am-8pm EST Monday through Friday.

What You Will Do

• Responsible for assisting call center staff on Catalis Payments products & services as needed.
• Aid Call Center agents in meeting department performance standards.
• Provide leadership and team concept to Call Center agents.
• Ability to own and resolve escalated customer and client issues.
• Ensure Call Center agents are provided with up-to-date procedures and rule changes.
• Provide management input for proposing procedures, operational efficiencies, and improving quality control measures.
• Keep management aware of issues.
• Complete additional assigned duties accurately and within stated deadlines.
  
  

Requirements

What You Will Need to Succeed

• High school diploma or equivalent.
• At least 2 years of previous call center experience.
• Must be self-directed, motivated, and dependable.
• Attention to detail.
• Logical problem-solving skills and openness to ask questions.
• Excellent oral & written communication skills.
• Prolonged sitting.
• Level 2 Background check is required prior to employment.
• Previous experience managing a team (preferred).
  
  

What We Offer

• A dynamic and supportive work environment in a mission driven organization
• Competitive salary and benefits package, including health, dental, vision insurance
• Paid time off
• HSA and FSA options
• 401(k) plan with matching contributions
• Paid parental leave
• ABLE matching contributions for the disability community
• Employer paid short term and long-term disability insurance and group term life insurance
• Financial and legal assistance through our EAP (Employee Assistance Program)
• Opportunities for personal development and career advancement with free access to unlimited courses via Udemy
• The chance to make a significant impact on the delivery of government services and the lives of citizens
  
  

EEO Statement

We are an equal opportunity employer and value diversity. We are committed to an inclusive environment for all. All candidates will be considered based on qualifications, merit, and business needs without regard to race, color, religion, national origin, age, non-qualifying mental or physical disability, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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