Team Lead - Contact Center jobs in United States
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Ancora Education · 11 hours ago

Team Lead - Contact Center

positionUnited States
timeFull-time
remoteOnsite
seniorityEntry, Mid Level
money$22/hr - $24/hr
date1+ years exp

Ancora Education is focused on delivering quality education and support, and they are seeking a Contact Center Team Lead. This role is responsible for overseeing the performance of the Contact Center team, providing coaching and training, and ensuring operational integrity while fostering employee development.

EducationHealth CareSoftware

Responsibilities

Conducts Quality Assurance (QA) checks and real-time monitoring to evaluate staff performance
Communicates daily and weekly performance updates and operational changes to the team
Monitors and responds to team communications to guarantee timely resolution of questions and concerns
Delivers timely and constructive feedback through verbal and written coaching conversations
Monitors and tracks team performance against established key metrics, including schedule adherence
Maintains and verifies the accuracy of all team resources and tools
Performs other duties as assigned
Responds to customer requests with a high level of quality and compassion through all omni-channel platforms (including phone, live chat, text, email, and social media)
Completes transactions and enters data accurately into the system
Documents details of all interactions with customers and actions taken to maintain appropriate data
Schedules appointments for Admissions representatives to meet with prospective students to tour the campus and provide career information
Assists students with resetting passwords via an internal tool
Assesses customers’ needs to recommend appropriate actions and next steps
Interfaces with the Contact Center leadership, Admissions staff, peers, co-workers, students, and prospective students

Qualification

Customer service experiencePerformance monitoringCoachingTrainingOmnichannel supportCommunication skills

Required

High School Diploma or equivalent
Experience working with customers

Preferred

Associate's Degree
1-3 years of experience in customer service or a contact center

Company

Ancora Education

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Ancora Education provides allied fitness, wellness, nursing, software development & IT, protection & legal trades, and art & design.
dateFounded in 2013
location
Arlington, Texas, USA
people-size1001-5000 employees
web-link
https://ancoraeducation.com

Funding

Current Stage
Late Stage
Total Funding
unknown
2025-04-01Acquired

Leadership Team

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John Barnes
Chief Executive Officer
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Recent News

PR Newswire
StrataTech Education Group Names Bill Nance as Chief Executive Officer
2025-10-31
Dallas Innovates
Ancora Education Names Former Dorsey College Leader as Its New President and CEO
2025-10-17
citybiz
Simmons Hanly Conroy Partner Jo Anna Pollock Drives Change in Higher Education with Lindenwood Education System
2025-07-25
Company data provided by crunchbase