About Elevation Connect

Elevation Connect delivers a different kind of contact center experience—one powered by talented professionals who care deeply about the people they serve. Our team combines operational excellence with authentic human connection to support our clients and their customers.

We’re proud of our Performance for Purpose model, which supports philanthropic initiatives that strengthen our communities. When our team members succeed, our communities benefit.

We are growing and seeking an experienced Contact Center Team Lead with Higher Education contact center experience to help guide our team in supporting students, prospective students, and institutional partners. This position is work from home in one of the following states: AL, CO (excluding Denver and Edgewater), FL, GA, KS, LA, MI, NC, OH, OK, SC, TX

Position Overview

The Contact Center Team Lead is responsible for leading, coaching, and developing a team of contact center agents to deliver exceptional service and achieve performance goals. This role plays a critical part in ensuring a high-quality experience for students and stakeholders while driving operational excellence and continuous improvement.

The ideal candidate brings prior leadership experience in a Higher Education contact center environment and is passionate about developing people, improving performance, and supporting student success.

Key Responsibilities

Team Leadership & Coaching

Lead, coach, and develop a team of contact center agents to achieve performance and quality standards
Provide ongoing feedback, coaching, and performance management to support individual and team success
Assist with hiring, onboarding, and training new team members
Foster a positive, engaging, and accountable team culture

Operational Excellence

Monitor team performance using KPIs such as service level, quality, productivity, and customer satisfaction
Identify performance trends and implement action plans to improve results
Ensure compliance with client requirements, policies, procedures, and documentation standards
Support workforce needs, including scheduling alignment and peak season readiness

Student & Customer Experience

Serve as a point of escalation for complex or sensitive student and customer inquiries
Ensure professional, empathetic, and accurate service delivery
Promote a student-centric and solutions-focused mindset

Reporting & Continuous Improvement

Analyze performance data and prepare reports for leadership
Identify process improvement opportunities and recommend solutions
Collaborate with leadership and cross-functional teams to enhance operations

Required Qualifications

High school diploma or equivalent required; associate or bachelor’s degree preferred
1–3 years of contact center supervisory or team lead experience required
Experience supporting Higher Education contact center programs strongly preferred (admissions, enrollment, financial aid, student services, or similar)
Strong leadership, coaching, and performance management skills
Excellent verbal and written communication skills
Ability to analyze performance metrics and drive improvement
Proficiency with contact center platforms, CRM systems, and Microsoft Office (Excel, Outlook, Word, PowerPoint)
Ability to manage multiple priorities in a fast-paced environment

Work Schedule

Monday–Friday between 8:00 AM and 8:00 PM MST
Availability for extended hours during peak season (October–April)
This position requires mandatory full attendance during the first two months of peak season each year, from October through November – including the days before and after the Thanksgiving Day holiday.

Technology Requirements

Windows PC
- Dual Core CPU (1.5GHz or better)
- 8GB RAM
- 20GB Free Disk space
- Windows 8.1, or 10
macOS
- Intel Core i7, 2.3 Ghz
- 8GB RAM
- Mavericks OS X, version 10.9, Yosemite OS X, version 10.10, El Capitan OS X, version 10.11, Sierra OS X, version 10.12
Chromebooks and Linux systems are not supported
High-speed internet
- Internet connection should support at least 10Mbps download and 2Mbps upload (20Mbps down and 5Mbps upload or higher recommended)
- Latency from employee to data center should be under 150ms one-way
- Wireless connections (Wi-Fi) are not supported. Employees should be directly connected to their ISP router with an Ethernet cable
- Satellite internet is not currently supported
Wired USB Headset, camera and smartphone (for security ID only) required

Compensation & Benefits

Hourly Wage/Salary: $20.43/hour
Medical, Dental, and Vision insurance
Paid Time Off (PTO)
Remote work environment
Career growth and development opportunities
Supportive, mission-driven culture

Why Join Elevation Connect?

Make an impact supporting students and educational institutions
Lead a team in a growing, mission-focused organization
Work remotely with a collaborative and supportive leadership team
Develop your leadership career in a stable, expanding company

Important Notice

Elevation Connect will only contact candidates directly regarding applications. We will never request fees or banking information during the hiring process. Please be cautious of recruitment scams.

Elevation Connect

About Us

New Jobs

Contact Center Team Lead - US Residents Only