Job Description
• Work on-site in St. Louis, MO five days a week
• Oversee daily call center operations, including scheduling, staffing, and workflow management using platforms like Genesys
• Develop and implement quality control measures and performance goals for productivity, accuracy, efficiency, and customer satisfaction
• Monitor call center trends (e.g., call volume, staffing levels, customer satisfaction) to identify and implement process improvements
• Supervise and provide daily coordination for outsourced Customer Support Specialists (CSSs), ensuring adherence to performance standards
• Evaluate staff performance using key metrics and provide regular coaching and feedback
• Ensure accurate intake and routing of child care referral service requests and maintain knowledge of state resources (e.g., CCDS, TANF, WIC, SNAP)
• Monitor and answer inbound calls as needed, ensuring high-quality service and resolution of issues
• Identify and escalate customer pain points and service challenges to management
• Prepare progress reports and performance evaluations as required by the funder
• Support additional call center projects and promote the company’s Mission, Vision, Beliefs, and Values
Perform other duties as assigned
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
• Must be local to the St. Louis, Missouri area and comfortable working in-office five days a week
• Bachelor’s degree in communications, marketing, business, or a related field
• Minimum two years of experience managing remote staff
• Strong decision-making skills, attention to detail, and commitment to high-quality service
• Familiarity with customer service KPIs and strategies for improvement
• Ability to multitask and remain composed under pressure
• Flexible availability: weekdays (8:00 am–10:00 pm), Saturdays (8:00 am–12:00 pm), and on-call for holidays
• Professional, patient, and customer-focused phone demeanor
• Excellent verbal and written communication skills with solid grammar usage
• Strong interpersonal skills including active listening, empathy, and critical thinking
• Ability to interpret procedural documents and operating instructions
• Proficiency in Microsoft Excel, Word, and Outlook
Energetic team player who thrives in a fast-paced environment
Nice to Have Skills & Experience
- Genesys experience
- Experience managing remote call center
- Experience managing and leading a team of 10+
Benefit packages for this role will start on the 31st 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.