Come Join our Fun, Energetic Team!

Shift Lead

INFOCU5 is seeking a talented Shift Lead to join our team. The Shift Lead role is responsible for monitoring call utilization, shift scheduling, agent attendance, and standard quality assurance.

About INFOCU5:

INFOCU5 is a Colorado-based Software as a Service company that connects businesses to a marketplace of Customer Service, Sales, and Marketing solutions all through one omnichannel software platform. Our mission statement is simple: we are here to lead the charge in scalability, making customer acquisition and retention easier, more transparent, and ultimately more successful. We currently have offices in Colorado (Denver, Grand Junction and Telluride) and are poised for growth.

 

About the Shift Lead Role:

As a Shift Lead, you’ll be member of our Operations department, responsible for monitoring all agents utilizing Signal. You’ll be working alongside fellow agents to ensure shifts are properly covered, quality assurance standards are maintained, and offer light coaching to agents needing extra assistance.

 

Responsibilities Include:

  • Monitoring call utilization during the shift of INFOCU5 lead agents.
    • Ensure agents are active and taking calls, or they are active and answering emails
    • Monitor and manage average call times and average “after call work” times
  • Schedule shifts
    • Assist the Director of Operations to find lapses in campaign coverage and schedule agents for those times 
    • Identify and coordinate training for campaigns needing more coverage
    • Identify agents who are not being utilized and arrange for training on more campaigns 
    • If an agent has called out work with agents to fill the coverage hole
  • Attendance
    • Ensure agents are clocking in on time, take lunch breaks and clock out
    • Adjust time cards when necessary
    • Communicate with agents via slack and email if they not reported to work on time
  • Basic Quality Assurance
    • Assist agents with basic QA updates
        • How to correct mistakes 
        • Remind agents on procedure 
        • Arrange training for problem areas
        • Communicate campaign updates to agents

Qualifications: 

  • Experience in a leadership role, providing assistance to others that have questions or need additional help. 
  • Complete understanding of the Signal platform 
  • A community-centric mentality that strives to create a product that far exceeds expectations 
  • Strong communication skills and the ability to work with a wide variety of people and personalities 

Are you the right fit to be an
INFOCU5 Shift Lead?

Fill out the application below to find out…

Page 1 of 2

About You

You must be a current INFOCU5 employee to apply for this job. This is an internal hire only.

This is a virtual "work from home" position. However please tell us which HUB location you are nearest to.

Currently we are only accepting applications in Colorado.

Thank you for your interest in working at INFOCU5. Unfortunately at this time we are only hiring in the state of Colorado.
INFOCU5 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.