SR Call Center Specialist

Job Summary

The Senior Call Center Specialist provides hands-on operational support while assisting with daily supervision of Call Center Specialists. This role supports service level performance through active call handling, quality monitoring, coaching, escalation management, and documentation oversight. The Senior Specilaist serves as a working lead, modeling expected behaviors and supporting consistency, compliance, and performance improvement.

POSITION SPECIFIC DUTIES & RESPONSIBILITIES

• Handle inbound and/or outbound calls as needed to support service levels
• Model appropriate call flow, customer service standards, and documentation practices
• Assist with real-time workload and queue management
• Provide day-to-day guidance and support to Call Center Specialists
• Serve as the first-level escalation point for customer issues
• Support onboarding, training, and peer mentoring activities
• Respond to procedural, policy, and system-related questions
• Conduct call monitoring and quality reviews according to established standards
• Identify trends, performance gaps, and training needs and communicate findings to leadership
• Reinforce compliance with call flow, scripting, and documentation requirements
• Provide timely coaching and performance feedback
• Maintain accurate and timely documentation of customer interactions
• Support continuous process improvement efforts

Qualifications

• Education: Must be a high school graduate or have HS equivalent
• Experience: Minimum 2–3 years of call center or customer service experience
• Prior lead, senior agent, or supervisory experience preferred
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Performance Competencies: Communication, Decision Making, Engagement, Initiative and Accountability, Interpersonal, Learning, Organizational Alignment, Quality of Work
• Knowledge/Skills/Abilities: Strong verbal and written communication skills, Ability to provide constructive feedback and coaching, Effective problem-solving and decision-making skills, Attention to detail and documentation accuracy, Ability to remain professional and composed during escalations, Proficiency with call center technology, CRM systems, and standard office software, Coaching and mentoring skills to support staff development
• Certifications/Licenses: ODMHSAS Case Manager II Certification, completed within 60 days of eligibility