Lead Contact Center Agent

About the role

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Lead Contact Center Agent in Biloxi, Mississippi.

What you'll do

The Lead Contact Center Agent serves as a frontline leader within the contact center, providing guidance, and support to customer service representatives while ensuring exceptional customer experiences. This role acts as a subject matter expert, assists with escalated customer concerns, and helps drive operational excellence through adherence to company policies, procedures, and service standards.

Your job will include

• Handling customer interactions across phone, email, chat, and other communication channels.
• Providing real-time support and guidance to contact center agents.
• Assisting supervisors and managers with daily operational tasks when requested.
• Managing escalated customer concerns and ensuring timely resolution.
• Maintaining accurate records and documentation within customer relationship management (CRM) systems.
• Collaborating with cross-functional teams to address customer issues and improve service delivery.
• Acting as a point of contact when supervisors or managers are unavailable.
• Lead by example by delivering exceptional customer service and demonstrating professional communication skills.
• Support day-to-day call center operations and serve as a resource for team members.
• Assist agents in resolving complex customer inquiries, complaints, and escalations.
• Monitor call queues to help maintain service level goals.
• Promote a positive, collaborative, and customer-focused team environment.
• Identify process improvement opportunities and provide feedback to leadership.

Experience & skills you'll need

• High school diploma, or the equivalent.
• 2-3 years of experience in a contact center environment.
• Previous leadership, mentoring, coaching, or team lead experience preferred.
• Ability to handle difficult customer interactions with professionalism and empathy.
• Dependable, adaptable, and capable of performing effectively in a fast-paced environment.
• Dedication to exceptional customer service.
• Excellent written and verbal communications skills.

Pay and benefits

In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

As an Equal Opportunity Employer, we welcome and thank all applicants.