Lead Call Center Agent

About the role

Location: E. Lansing, MI, Onsite. Employment Type: Full-Time. The Lead Call Center Agent serves as a subject matter expert and team resource for the Michigan Department of Human Services Office of Child Support. In addition to handling inbound customer inquiries, the Lead Agent provides guidance, coaching, and support to team members, assists with escalated customer concerns, and helps ensure quality, productivity, and service level objectives are met. The Lead Agent is responsible for delivering exceptional customer service while promoting compliance with established procedures, supporting staff development, and acting as a liaison between front-line agents and management.

Responsibilities

• Serve as the first point of contact for agents requiring assistance with complex customer inquiries and escalated calls.
• Provide real-time coaching, guidance, and support to team members regarding policies, procedures, and customer interactions.
• Assist supervisors with training, onboarding, and mentoring new employees.
• Monitor workflow and help ensure service level agreements and performance goals are achieved.
• Support quality assurance initiatives by identifying improvement opportunities and reinforcing best practices.
• Assist with communication of process updates, procedural changes, and departmental initiatives.
• Act as a role model by demonstrating professionalism, accountability, and exceptional customer service.
• Respond to inbound customer calls regarding child support services using established procedures and guidelines.
• Research and resolve customer inquiries while ensuring accuracy and completeness of information provided.
• Answer questions regarding child support payment histories, account status, and case-related information.
• Reset Personal Identification Numbers (PINs) for callers unable to self-serve through the Interactive Voice Response (IVR) system.
• Review and interpret information contained within customer records and supporting documentation.
• Document all customer interactions accurately and thoroughly.
• Handle escalated customer concerns and provide appropriate resolutions.
• Educate customers regarding available services, resources, and next steps.
• Maintain confidentiality and compliance with applicable state and federal regulations.

Requirements

• High school diploma or GED required
• Strong communication and customer service skills
• Ability to work in a fast-paced call center environment
• Basic computer skills and ability to navigate multiple systems
• Reliable attendance and strong work ethic
• Background check and fingerprinting

Skills

• Proficiency with computer systems and business applications
• Working knowledge of Microsoft Word, Excel, Outlook, SharePoint, and electronic file directories
• Ability to type a minimum of 35 WPM
• Experience working in a dual-monitor environment

Benefits

• Competitive hourly pay
• Benefits from day one (medical, dental, vision) for eligible roles
• Paid time off and holidays
• Paid training
• Career growth and advancement opportunities
• Supportive and inclusive work environment
• Health insurance coverage