Customer Service Team Lead

3 weeks ago


Richmond, Virginia, United States Demo - Maximus Full time

Job Summary

This role is responsible for leading a team of Consumer Services Specialists, providing ongoing training, support, and quality monitoring to improve performance. The ideal candidate will have a strong understanding of Contact Center programs and systems, as well as excellent communication and leadership skills.

Key Responsibilities

  • Act as a subject matter expert and maintain up-to-date knowledge of Contact Center programs and systems.
  • Provide ongoing training, support, and real-time quality monitoring of Consumer Services Specialists.
  • Handle escalated calls, including complaints, from Consumer Services Specialists and escalate to the Call Center Supervisor for resolution as needed.
  • Meet Quality Assurance (QA) and other key performance metrics.

Requirements

  • High School diploma or equivalent or Associate degree with years of experience.
  • Works on a variety of assignments requiring considerable judgment and initiative.
  • Skilled in handling challenging communications with external contacts for escalated matters.

About Us

Demo - Maximus is a leading provider of business process management and technology solutions. We are committed to helping government agencies improve outcomes for citizens and increase productivity, accuracy, accountability, and efficiency.



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