Client Engagement Lead

Job Description

Client Engagement Lead

Temp to Hire

Pay: 50k + DOE

We are actively recruiting on behalf of a local company seeking a dynamic and motivating Client Engagement Lead to lead their Customer Care call center. In this role, you will manage a high-performing team of customer service representatives, drive service excellence, streamline operational processes, and promote an outstanding customer experience at every touch point.

This is an in office position and not eligible for remote work or a hybrid opportunity.

Key Responsibilities:

• Lead, coach, and develop a high-performing team of call center agents.

• Oversee daily operations, manage scheduling, and ensure KPI goals are met.

• Utilize CRM and telephony platforms to optimize service delivery.

• Analyze metrics (SLAs, CSAT, NPS) and implement strategies for improvement.

• Resolve escalated issues professionally and partner with other teams to address service gaps.

• Design and deliver training programs focused on skills, systems, and product knowledge.

• Ensure compliance with policies and provide regular performance reporting.

Job Requirements

What You Bring

• Bachelor’s degree in Business, Communications, or related field (preferred).
• 3–5 years of experience in call center.
• Strong people management and leadership skills.
• Proficiency in Microsoft Excel and CRM/call center platforms.
• Excellent analytical, communication, and problem-solving skills.
• A customer-first mindset and drive for continuous improvement.
• Flexibility to work evenings and weekends.
• Drivers License and reliable vehicle.

Additional Information

This is an in office position and not a work from home or hybrid position. To be considered please submit a current and up to date resume.

Meet Your Recruiter

Heather Hontz
Recruiter

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