Contact Center Team Lead

Job not on LinkedIn

October 27

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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Openforce

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SaaS • HR Tech • B2B

Openforce is a SaaS company that provides an AI-driven contractor management platform and embedded, on-demand insurance solutions for contracting companies and independent contractors. It streamlines onboarding, compliance, contract and settlement management, and insurance facilitation to help businesses scale faster while reducing operational costs and compliance risk. Openforce also offers business tools and support that help independent contractors operate as small business owners and access necessary insurance coverages.

51 - 200 employees

Founded 2001

☁️ SaaS

👥 HR Tech

🤝 B2B

📋 Description

• Support team members in onboarding Independent Contractors (ICs) and addressing their inquiries including escalated matters and resolving complaints; proactively identifying Client and IC needs and/or concerns. • Research to find solutions and remove roadblocks using available resources. • Handle Client inquiries by phone, email, chat, and other electronic means. • Ensure all projects are progressing and maintain the established timeline; communicating progress and/or roadblocks as needed. • Review performance of team members ensuring quality standards and metrics are achieved; coaching and mentoring for improvement as needed. • Maintain regularly scheduled 1:1 meetings with team members and team meetings; preparing and executing professionally and efficiently. • Build and maintain a resource library of project and standard operating procedure templates; contributing to internal process improvement for the Customer Experience department and across the organization, assisting cross-functionally as needed. • Identify and provide ongoing training and development to team members; manage New Hire training and development.

🎯 Requirements

• High school diploma or equivalent plus 3 years of related experience, preferably in SaaS or other technology companies • Proficient skills in the use of a PC and MS Office applications • 2 plus years of leadership experience preferred • Previous experience using software such as Zendesk and Monday.com a plus

🏖️ Benefits

• Full Benefits Package including medical, dental, vision and 401k • Vacation and Holiday Pay