Elevation Connect – PERFORMANCE FOR PURPOSE

Elevation Connect delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us.

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. This position is in office in the Commonwealth of Dominica.

We have an exciting opportunity as a Contact Center Sales Team Lead

Elevation Connect is hiring a dedicated, supportive Contact Center Sales Team Lead who can coach and motivate Contact Center Sales Representatives as they field calls from prospective customers. The Contact Center Sales Team Lead will assist in the hiring and training process, ensuring that every agent is well prepared for their calls, and providing structured consultative sales guidance to manage performance. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The ideal candidate should be analytical, supportive, and prepared to act as a resource to agents.

To succeed as a Contact Center Sales Team Lead, the candidate should be focused on helping the team build necessary sales skills and knowledge so they can best support our client's customers. The Team Lead should be supportive, communicative, and attentive.

Contact Center Team Lead Responsibilities:

• Assist in hiring, training, and preparing Contact Center Sales Representatives
• Meet or exceed individual sales goals, conversion targets, and performance metrics established by Contact Center leadership
• Ensuring agents understand and comply with all Contact Center objectives, sales performance standards, documentation procedures and policies
• Provide ongoing development to improve sales skills and guide Agent team members to handle customer objections professionally and apply sales techniques to overcome barriers and secure commitments
• Identifying operational issues and suggesting possible improvements
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine Contact Center program goals
• Ensuring that all customers are satisfied which may require taking calls and/or escalated supervisor calls
• Working with other supervisors and management team members to support agents and maximize customer satisfaction
• Motivate and encourage the team through positivity by using chats, competitions, communication and upholding EC values and mission.
• Perform other duties as assigned.

Contact Center Team Lead Requirements:

• High School Diploma or equivalent required.  College degree preferred.
• Minimum of 2+ years of contact center, sales, or inside sales experience required.
• Minimum of 1+ years of experience in a leadership, coaching, or supervisory capacity required.
• Prior experience in contact center sales, customer service, or supervisory experience strongly preferred.
• Prior experience working with contact center platforms, Sales and CRM systems is strongly preferred.
• Strong working knowledge of Microsoft Suite (Excel, Word, Outlook, PowerPoint)
• Ability to interpret sales data and generate reports.
• Exceptional verbal and written communication skills
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees in sales roles and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Must be analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during        busy hours
• Availability to work between the hours of 9:00am - 8:00pm EST Monday – Friday
• Background check required

Additional Information:

• Hiring for start date of March 23^rd, 2026
• Pay Rate is $15.00 XCD hourly
• Hours of Operation 9:00am - 8:00pm EST Mon – Fri
• Schedules are subject to change according to business needs

Elevation Connect will ALWAYS contact you directly for any information about your application.  We will NEVER ask for fees or personal bank information in the interview process.  Please be aware of scams.

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 delivers a very different contact center experience. We are a customer service and sales company powered by incredibly talented people who are knowledgeable and passionate, and who respond with authentic care for our customers. Our exceptional team members are inspired by our commitment to helping surrounding communities through our "Performance for Purpose" philanthropic model. When people work for a company with purpose, they are driven to out-perform. If you are interested in joining a team that cares about its customers, employees, and your community, please contact us. 

Elevation Connect is always on the lookout for candidates to provide extraordinary customer service to our clients. These positions are work from home in the United States.

We have an exciting opportunity as a Senior Consumer Support Representative (Bilingual English & Canadian French). 

The Senior Consumer Support Representative (SCSR) is primarily responsible for making the consumer’s experience with the brand better because of their contact with our department. The SCSR must accurately answer, document, and correctly escalate consumer affairs contacts via phone, email, voicemail, letter, text, fax, and any other means of communication as needed. SCSR will ensure that consumer affairs calls are answered in a timely manner and that all queues are cleared by the end of the workday. The ideal candidate will have previous Quality Assurance and Supervisory experience in a contact center and in the Consumer Packaged Goods Industry. Candidates must be fluent in both English and Canadian French to be considered for this position. 

Overview of Daily Activities: 

• Make each consumer experience better because of your involvement in it. 
• Embody our purpose of “making brands and people feel at home” in every contact with a consumer. 
• Surprise and delight the consumer at every opportunity with the tools available to you by each client. 
• Meet or exceed set KPI’s for cases per day, live calls per day, and quality score. 
• Ensure that all consumer contacts are answered in accordance with department and client specific SOPs, SLAs, policies, and procedures. 
• Ensure that all queues are cleared by end of day. 
• Maintain expert knowledge of all SOPs, documents, and processes at a department and client specific level. 
• Know and own timelines for all cases assigned. Notify direct manager of any potential timeline breaches prior to the breach of timeline. 
• Ensure that all processes and procedures are complied with in answering, documenting, and communicating consumer contacts. 
• Maintain accurate, thorough records of incoming and outgoing consumer communications. 
• Initiate the post-entry process to send out Enclosures as needed. 
• Exhibit superior customer service at all times with clients, customers, colleagues, and consumers. 
• Navigate digital Knowledge Base, websites, and reference materials with efficiency and speed. 
• Initiate and maintain knowledge on multiple client products and logistics which are updated at a frequently changing pace. 
• Assist with updates pertaining to Consumer Affairs Reference materials. 
• Identify Consumer Affairs trends and escalate to appropriate parties. 
• Escalate calls to appropriate parties as needed to complete a case. 
• Serve as a team leader and an exemplar of best practices and conduct. 
• Assist with Quality Assurance Audits and Management. 
• Assist on or manage special projects and new processes as needed throughout the year. 
• Other duties as assigned. 

Hours: 

Training will be conducted virtually during the hours of Monday-Friday from 6:00am to 2:30pm Mountain time.  Training is a seven-week course and no time off can be permitted.  

Hours will be scheduled between 5:00am-3:30pm MOUNTAIN TIME, Monday-Friday. Must be available to work any time within this schedule. Hours of operations are subject to change. 

Additional Information: 

• Currently hiring for a target start date of April 13th, 2026. 
• Position is full-time with benefits (medical, dental, vision) and holiday/sick pay.  
• Hourly rate of $15 - $17, based on experience. 

 Requirements: 

• High School Diploma or GED, Some College Preferred 
• Bilingual Fluency in English and Canadian French (verbal and written) 
• Minimum of 2 years of Contact Center experience 
• Consumer Packaged Goods industry experience strongly preferred 
• Quality Assurance and/or Supervisory experience strongly preferred 
• Excellent Communication skills 
• Positive attitude 
• Collaborative 
• Detail-Oriented 
• Time-Management Skills 
• Self-Motivator 
• Ability to handle change and multiple responsibilities 
• Empathy 
• Excellent digital navigation skills 
• Background check required 

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

Elevation Connect will ALWAYS contact you directly for any information about your application.  We will NEVER ask for fees or personal bank information in the interview process.  Please be aware of scams.