Job Description
Seeking a mid- to senior-level Contact Center professional with strong, turnkey experience managing modern contact center environments. This individual will serve as a middle-tier Team Lead, overseeing multiple shift-based teams in a fully remote capacity.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
End-to-end (turnkey) knowledge of contact center operations
Hands-on experience with IVR systems and conversational AI (Bots)
Strong understanding of customer service workflows, escalation paths, and performance metrics
Proven leadership experience managing multiple shifts or teams simultaneously
Nice to Have Skills & Experience
Familiarity with federal or government contact center environments preferred
Experience operating in structured, compliance-driven organizations is a plus
Experience at USCIS
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.