Lead, LEAP Call Center

Application due by August 15, 2025

Goodwill of Colorado

    Job Description

 

Pay: $19/hour

This position is eligible for Daily Pay!  Work today, get paid today! We’ve partnered with DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule.

Work Schedule: Monday - Friday 8 AM - 4:30 PM, some weekends and overtime

This position is eligible for Paid Sick and Safe Time (PSST) under the Healthy Families and Workplaces Act.

All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan – must be 18 years of age to participate.

Remote Opportunity:  Upon completion of training and Supervisor approval, remote work option may be available. 

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*Must reside in the State of Colorado

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JOB SUMMARY:

The Lead, LEAP Call Center will assist the Communications Supervisor and Quality, Communication, and Contract Manager in coordinating LEAP (Colorado Low-income Energy Assistance Program) call center communication requirements for the Colorado Department of Human Services administered by Goodwill of Colorado and oversee the training and development, scheduling, tracking, and monitoring of the LEAP staff for the following divisions: Call Center Communications Clerks.

ESSENTIAL FUNCTIONS:

LEAP Program Support:


* The Call Center Lead will attend all requested trainings and continue to develop a thorough working knowledge of LEAP in order to support the program.


* Responsible for and overseeing communication expectations of the Call Center Communication Clerk Division.


* Explain eligibility criteria to LEAP applicants and agencies, receive and review incoming calls, and aid in securing verification needed to process applications.


* Responsible for contacting vendors, applicants, and other agencies for information, if deemed necessary, and always maintain caseloads and confidentiality.

The Call Center Team Lead will ensure communication from the call center is handled in a professional and timely manner.

LEAP Tracking and Reporting:


* The Call Center Lead will conduct ongoing reviews to ensure Call Center Communication Clerks maintain a positive and professional relationship with all applicants, vendors, clients, other LEAP staff and human services agencies presenting a positive image of the company.


* Oversee the weekly random monitoring of digital phone messages to ensure client’s needs are addressed.


* Track and report daily task outcomes, maintaining accurate records of productivity and performance metrics, and regularly communicating key findings, and trends to the Communications Supervisor to support informed decision-making and continuous improvement.


* Determine staff access needs to support all computer systems used for communications such as TEAMS phone systems.


* Facilitate inter-departmental communications, establish, and maintain clear channels of communication between the applicable organizations both internally and ext...