Contact Center Lead

Lead the frontline of connection — where service meets purpose. Apply today!

POSITION SUMMARY: The Contact Center Lead plays a critical role in daily operations at the Crossroads Engagement Center. This role provides guidance, coaching, and support to the Contact Center Agents while maintaining call quality, service levels, and operational efficiency. The Contact Center Lead also handles escalated calls and ensures that team members have the tools and support needed to succeed.

ESSENTIAL FUNCTIONS:

1. Effectively model and communicate the mission, vision, and values of the Crossroads YMCA in all interactions.
2. Lead and supervise a team of service agents during assigned shifts, providing coaching, feedback, and on-the-spot support.
3. Monitor real-time call flow and agent performance to ensure KPIs and service standards are consistently met.
4. Support the training of new hires and the ongoing development of current staff.
5. Assist with scheduling, shift changes, and communication of updates or policy changes.
6. Report shift metrics, unusual situations, or unresolved member issues to the Director and recommend process improvements as needed.
7. Handle escalated or complex member inquiries with professionalism and efficiency.
8. Respond to inbound calls with accuracy, empathy, and professionalism—providing clear information regarding memberships, programs, billing, and policies.
9. Accurately document member interactions and escalate complex issues when appropriate.
10. Maintain in-depth knowledge of YMCA offerings, including branch-specific programs and operational details.
11. Communicate membership options and perks to both prospective and current members to encourage retention and appropriate upgrades.
12. Support member goals by identifying their needs and helping them connect with relevant programs, services, or member communities.
13. Foster member satisfaction and retention by building genuine relationships and delivering a positive, personalized service experience.
14. Inform members of account alerts in a professional and respectful manner.
15. Collaborate with teammates and other departments to ensure alignment of messaging and service delivery.
16. Apply all YMCA policies dealing with membership services.
17. Be knowledgeable and supportive of the YMCA annual support campaign.
18. Complete all required compliance and professional development training annually or as assigned.
19. Perform other duties as assigned.

QUALIFICATIONS:

1. High school diploma or equivalent required; associate degree or higher preferred.
2. 2 years of previous customer service, sales or related experience.
3. Excellent interpersonal, communication, and problem-solving skills.
4. Strong communication, conflict resolution, and problem-solving skills.
5. Ability to lead by example and foster a positive, high-performing team environment.
6. Passion for delivering outstanding service and building relationships.
7. Familiarity with YMCA programs and services is a plus.
8. Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
9. Adept computer skills with CRM experience.
10. Desire and ability to work with people of all ages and backgrounds.

YMCA COMPETENCIES (Team Leader):

The National YMCA Mission:

“To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.”

Caring: Fosters a supportive and inclusive team environment. Encourages collaboration and staff well-being.

Honesty: Builds trust by being transparent in decision-making and feedback. Encourages open dialogue.

Respect: Creates a respectful team culture. Resolves conflict with fairness and professionalism

Responsibility: Holds self and team accountable for goals. Provides feedback and supports growth.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Visual, auditory, and verbal ability to communicate effectively.
• Must have high level of alertness, concentration, and initiative.
• Ability to lift 20 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
• Sedentary work environment with extended periods of computer use, requiring strong attention to detail and focus. Occasional movement and breaks from the desk may be necessary to promote ergonomic health.
• Maintain a neat and professional appearance at all times.

Salary : $16 - $18