Call Center Representative Lead

Company: Maricopa County
Location: Phoenix
Posted on: May 30, 2025

Job Description:

Posting Date05/27/25Application Deadline05/29/25Pay RangeAnticipated Hiring Range: $21.00 - $27.50 hourly
Full Pay Range: $21.00 - $34.00 hourly

Salary offers are based on the candidate's equivalent experience and internal equity with other employees within the same job classification. This position is eligible for overtime compensation for all hours worked over 40 in the designated workweek.Job TypeContractor with BenefitsDepartmentPublic HealthAbout the PositionThe Operations Lead is a key partner of the CARES management team. You play a critical role in managing and improving organizational processes, and you work to improve quality, productivity and efficiency in group operations. You have an amazing sense of professionalism and are willing to take on a high level of management responsibility. You understand and embrace the concept of public service and are willing to make the success of every CARES Team Community Service Representative your primary priority.In this role you support the Community Service Representatives, the Floor Leads and the Supervisor of the CARES Team. Measuring and analyzing program or operations results and recommending actions to meet and/or increase results and output; Creating and embracing a mechanism for employee feedback to support an engaged and motivated team. With direction from the Supervisor, you assist with team administration, special projects, and participating in strategic planning and strategic staffing discussions. With support/direction from the Supervisor, you review team quality, productivity, and efficiency, identify gaps and propose solutions. In partnership with the Supervisor, you analyze and improve organizational processes.**Please note this is a contracted role with an end date of 12/31/2025. This position is fully in-office with no availability for telework.About UsCome work for , the 3rd largest health jurisdiction in the U.S.! MCDPH's mission is to increase the quality of life for our residents by collaborating with the community to develop and implement strategies, programs, and services addressing the emerging and changing needs of public health. We aim to serve Maricopa County residents with a focus on impact and a data-driven approach to our work. We value our staff's unique skills and differences, as well as the varied experiences and disciplines we represent. Together, we are working towards our vision of creating a healthy, thriving Maricopa County for all.Proud to Offer

• Work with a greater purpose
• Tuition reimbursement
• Exceptional work-life balance
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Child care benefits, including access to our upcoming on-site center , dedicated to serving Maricopa County families exclusively
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including healthcare premium discounts
• Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12.27% monthly contribution rate and includes a 100% employer match on Day 1
• Learn more at We Require
  • Three years of customer service experience
  • High School Diploma or GED
  • An equivalent combination of post-secondary education and/orjob-related experience may substitute for therequired experience on a year-for-year basis
  • Within one month of hire, all employees will be required to provide evidence of immunity or receive immunizations for vaccine-preventable illnesses for any position within the Maricopa County Department of Public Health; required immunizations include MMR (measles, mumps, rubella), Tdap (whooping cough and diphtheria), Varicella (chickenpox), and annual Influenza; some positions require a Hepatitis B vaccine and/or a Tuberculosis testWe Also Value
    • Transparency and open communication; willingness to listen, with the ability to understand and effectively address Representatives' needs
    • Professionalism in communication, assessment, feedback, and support of both a Community Service Representative and in an escalated situation with a constituent
    • Empathy and exceptional listening skills, with a great attitude that makes every Representative feel supported and every constituent feel they are being heard
    • Experience promoting a team culture that encourages top performance and high moraleJob Contributions
      • Review team quality, productivity, and efficiency, identify gaps, and propose solutions in coordination with the supervisor
      • Measure and analyze program and operations results, productivity, and efficiency, and recommend actions to meet and/or increase results and output
      • In partnership with the Program Manager and Supervisor, coordinate with other Offices and Programs within the department to assist with special projects and participate in strategic planning and strategic staffing discussions; Inform other departments about inbound and outbound call data
      • Participate in hiring, onboarding, and orienting new staff as well as performance and disciplinary actions when needed; Be prepared to assist team members with escalated calls and solutions to difficult/unusual guidance requests, with the support of the Supervisor and Floor Leads
      • Creating and monitoring a mechanism for employee feedback to support an engaged and motivated teamWorking Conditions
        • Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions
        • Must be able to lift up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time
        • Must possess or have the ability to obtain a valid Arizona driver's license by the time of hireSelection Procedure
          • Only the most qualified candidates will be considered
          • Consideration will only be given to candidates who submit online applications
          • Candidates will be contacted primarily through email and their Workday online application profile
          • Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy, including drug and alcohol testing requirements for positions designated as safety-sensitiveMaricopa County is an equal opportunity employer.Apply Now!

Keywords: Maricopa County, Buckeye , Call Center Representative Lead, Other , Phoenix, Arizona