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Contact Center Lead at Epiq Class Action & Claims Solutions

Posted in Legal 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Tampa, Florida





Job Description:


It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Position Summary

This position is responsible for leading a group of 15-20 contact center agents, conducting quality assurance reviews and providing coaching and monitoring.

Essential Duties and Responsibilities



  • Conduct daily quality assurance reviews and provide feedback to agents




  • Manage time card approval




  • Provide general assistance on the floor – system set-up, troubleshoot computer-related issues and questions




  • Assist on the phones when necessary




  • Manage escalations log to ensure timely follow-up



Job Qualifications and Requirements



  • High school diploma or equivalent




  • Leadership experience preferred




  • Ability to effectively communicate with co-workers, peers, and management through written  and verbal communication




  • Ability to communicate with callers, internal departments and other third parties in a professional manner




  • Ability to deal with varied and often difficult personalities while maintaining an even temperament




  • Ability to deal effectively with performance problems #LI-DNI



If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.





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