Job Title: Help Desk Contact Center Team Lead - Remote Opportunity
Company: National Telecommuting Institute-NTI, Inc.
Location: Remote
Start Date: February 1st 2025
Are you looking to jumpstart your career, return to work after a break, or gain valuable experience in the call center tech field? NTI, Inc. is here to help! We specialize in placing
Americans with disabilities and their caregivers in remote, work from home positions. We work with
Vocational Rehabilitation counselors (VR), Social Security Administration, and Ticket to Work. We are excited to offer an amazing opportunity to join our team as a
Help Desk Contact Center Team Lead.
Don’t wait Apply Now!
Why NTI, Inc. Is The Right Fit For You
- Remote Work: Enjoy the flexibility of working from home.
- Inclusive Culture: We believe in providing opportunities for all individuals, including those returning to work or transitioning careers.
Position Overview
As a Help Desk Contact Center Team Lead, you will provide critical support to contact center agents of the FSD Help Desk. Agents will be assisting users with troubleshooting via phone, chat, or webform submission via remote work. You’ll be supporting a live remote team that ensures seamless service for users navigating government systems. Your role involves leading and mentoring a remote team of contact center agents, with a focus on fostering productivity, maintaining high-quality standards, and driving continuous improvement. The ideal candidate will have a strong commitment to NTI's mission of creating inclusive employment opportunities and will demonstrate leadership in promoting a culture of wellness, collaboration, and innovation.
The rate of pay for this position is approximately $50,000 annual salary. The final pay rate will be set based on experience, geographic location, and possibly contractual requirements and could fall outside of this range.
Key Responsibilities
Team Leadership & Development:
- Manage and support FSD Contact Center staff in performing contact center operations.
- Oversee onboarding, training, and development of newly hired Help Desk agents
- Set the tone for a positive and productive remote work environment by modeling professionalism and collaboration.
- Provide guidance, coaching, and support to Help Desk agents to ensure they effectively track and improve productivity and quality.
Operational Excellence
- Ensure resources are effectively managed to meet staffing and service level goals for inbound contacts.
- Monitor and analyze data from telephony and ticketing systems to enhance AI self-help tools and improve service delivery.
Performance Management & Reporting
- Conduct regular performance reviews for staff to ensure alignment with organizational and client objectives.
- Assist Project Manager in creating and updating required reporting for contract performance.
Collaboration & Escalation
- Work closely with Project Manager to identify and escalate issues requiring executive-level attention.
- Facilitate clear communication and alignment across help desk staff.
Compliance & Continuous Improvement
- Ensure staffing compliance with information, security protocols and other mandatory training requirements.
- Foster a culture of continuous process and performance improvement, focusing on employee wellness and engagement.
Other Duties
- Perform additional responsibilities as assigned to support organizational goals.
Minimum Requirements
- Must pass a Federal Background check.
- Proven record of mentoring and leading call center agents in an equitable and inclusionary manner, delivering successful results
- Ability to comprehend, educate, and enforce relevant policies/procedures.
- Self-directed, highly motivated change agent
- Manage priorities in a fast-paced environment
- Proficient in Microsoft products
- Excellent communication skills
- Proven analytical thinker
- Excellent technical skills
- Must be comfortable working while being on camera.
Work from Home Office Requirements: Ability to meet the home office set-up requirements (details provided upon hiring).
Preferred Qualifications
- IT industry experience and knowledge are considered a plus.
- 1-3 years of supervisory experience, Technical Help Desk or Contact Center experience a plus
- Experience with incident management a plus
What We Offer
A 100% remote environment with EXCELLENT benefits for full-time employees, including a very generous employer contribution to your health and dental benefits, a health savings account (HSA) with employer contribution, a flexible spending account (FSA), a 403b plan with 5 percent employer contribution of gross salary after one year of employment (no employee contribution required), and 100% employer-paid LTD, STD, AD&D, and life insurances. We provide generous paid time-off, including 12 paid company holidays, vacation, sick and floating holiday time, birthday time, and half-day Fridays in the summer months of June through Labor Day. We also offer tuition reimbursement if you have plans to continue your studies.
If you’re ready to join a company that values diversity, inclusion, and career growth, apply today!
About NTI
NTI, Inc., also known as National Telecommuting Institute, specializes in providing virtual work-at-home opportunities for individuals with disabilities and their caregivers. Established in 1995 as a 501(c)(3) nonprofit organization, NTI is committed to fostering opportunities, advocating for equal access, and promoting economic empowerment for the disabled community.
