Lead, LEAP Call Center

Application due by August 15, 2025

Goodwill of Colorado

Job Description

Pay: $19/hour

This position is eligible for Daily Pay! Work today, get paid today! We've partnered with DailyPay, a voluntary benefit to offer employees access to their pay on their own schedule.

Work Schedule: Monday - Friday 8 AM - 4:30 PM, some weekends and overtime

This position is eligible for Paid Sick and Safe Time (PSST) under the Healthy Families and Workplaces Act. All employees may also make pre-tax or post-tax (Roth) contributions to our retirement plan - must be 18 years of age to participate.

Remote Opportunity: Upon completion of training and Supervisor approval, remote work option may be available. **Must reside in the State of Colorado**

JOB SUMMARY:

The Lead, LEAP Call Center will assist the Communications Supervisor and Quality, Communication, and Contract Manager in coordinating LEAP (Colorado Low-income Energy Assistance Program) call center communication requirements for the Colorado Department of Human Services administered by Goodwill of Colorado and oversee the training and development, scheduling, tracking, and monitoring of the LEAP staff for the following divisions: Call Center Communications Clerks.

ESSENTIAL FUNCTIONS:

LEAP Program Support:

• The Call Center Lead will attend all requested trainings and continue to develop a thorough working knowledge of LEAP in order to support the program.
• Responsible for and overseeing communication expectations of the Call Center Communication Clerk Division.
• Explain eligibility criteria to LEAP applicants and agencies, receive and review incoming calls, and aid in securing verification needed to process applications.
• Responsible for contacting vendors, applicants, and other agencies for information, if deemed necessary, and always maintain caseloads and confidentiality. The Call Center Team Lead will ensure communication from the call center is handled in a professional and timely manner.

LEAP Tracking and Reporting:

• The Call Center Lead will conduct ongoing reviews to ensure Call Center Communication Clerks maintain a positive and professional relationship with all applicants, vendors, clients, other LEAP staff and human services agencies presenting a positive image of the company.
• Oversee the weekly random monitoring of digital phone messages to ensure client's needs are addressed.
• Track and report daily task outcomes, maintaining accurate records of productivity and performance metrics, and regularly communicating key findings, and trends to the Communications Supervisor to support informed decision-making and continuous improvement.
• Determine staff access needs to support all computer systems used for communications such as TEAMS phone systems.
• Facilitate inter-departmental communications, establish, and maintain clear channels of communication between the applicable organizations both internally and externally to achieve LEAP excellence.
• Ensure all Call Center Communications Clerk requirements are met for the LEAP Program.

Staff Management and Development:

• The Call Center Lead must have the ability to motivate the members of the Call Center Communications Team and support their development through appropriate and effective guidance, training, and development.
• Must be committed to providing timely feedback regarding the quality of ongoing monitoring. The candidate must work to create an environment of "Teamwork and Trust" throughout the LEAP organization.
• Seek and implement ways to provide cross training opportunities for retention and development.
• Demonstrate creative leadership by identifying valuable new ideas and will possess the ability to implement them.
• Responsible for anticipating staffing and training needs within the department. When staffing levels are not appropriate, the Lead will notify the Communications Supervisor and/or Quality, Communication, and Contract Manager to make the necessary changes as well as ensuring staffing coverage is appropriate by time tracking.

Staff Guidance and Development:

• The Call Center Lead will advise Call Center Communications Clerks in the day-to-day activities and provide staff training and development.
• Provide timely feedback to all staff and provide guidance to staff on rules and regulations, policies, and procedures.
• In addition, the incumbent will provide and/or aid with the coverage of in-house staff in the absence of the Communications Supervisor and/or Quality, Communications and Contract Manager.

Relationship Management:

• The Call Center Lead is responsible for establishing and maintaining a positive and professional relationship with all customers, vendors, clients, and Human Services agencies, presenting a positive image of the company.
• Responsible for working successfully as a team leader and communicating effectively with all LEAP staff, and all Goodwill of Colorado staff throughout the organization.
• Maintain sound and positive working relationships with all Goodwill of Colorado employees, Colorado Department of Human Service's personnel, utility vendors, community partners, and the community at large.
• Perform other duties as requested by the Communications Supervisor and/or Quality, Communications and Contract Manager.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• A High school diploma or equivalent with a minimum of two (2) years of clerical and administrative experience in an office environment.

Experience:

• One (1) year of lead experience is required.
• One (1) year of LEAP experience is required.

Other:

• Demonstrate proficiency in substantial computer use, math skills and ability to accurately type 30 words per minute.
• Must have excellent written and verbal communication skills and demonstrate the ability to interact with various types of internal and external customers and agencies in a high stress environment.
• Conduct oneself in a professional manner and maintain a professional demeanor and appearance that enhances the organization's reputation while demonstrating leadership qualities.
• Must be able to speak convincingly to staff members.
• Maintain accurate records and be detail oriented.
• Overtime and weekend hours may be required.
• As a role that handles very confidential information, the candidate may be disqualified if they have a criminal record for illegal drug use or sale, financial fraud, identity theft, physical abuse, crimes involving violence and/or theft. We do consider the specifics of the offense, including how long ago the offense took place*.
• The candidate may be required and must have the ability to drive for company business*.

Background Compliance:

* Pursuant to C.R.S. *27-90-111 and CDHS Policy VI-2.4, any independent contractor, and its agent(s), who is designated by the Executive Director or the Executive Director's designee to be a contracting employee under C.R.S. *27-90-111, who has direct contact with vulnerable persons in a state-operated facility, or who provides state-funded services that involve direct contact with vulnerable persons in the vulnerable person's home or residence, shall:

i. submit to and successfully pass a criminal background check, and

ii. report any arrests, charges, or summonses for any disqualifying offense as specified by

C.R.S. *27-90-111 to the State.

Any Contractor or its agent(s), who does not comply with C.R.S. *27-90-111 and CDHS

Policy VI-2.4, may, at the sole discretion of the State, be suspended or terminated.

*Per auto vehicle insurance carrier requirements: For applicants/employees to qualify for inclusion on the Goodwill driver insurance schedule, for purpose of driving Goodwill fleet vehicles, or for purpose of receiving company mileage reimbursement they must be at least:

• 19 years of age (not engaged in passenger transportation),
• 25 - 70 years of age for all passenger transportation services,
• 21 years of age for CDL.

Applicants/employee will be required to undergo a Motor Vehicle Record (MVR) check and background check; applicants/employees must disclose all moving traffic violations or vehicle crashes (within the last five (5) years)(Note: not all violations are a disqualification for employment and each case will be reviewed by the insurance carrier); must have valid Colorado State driver license; must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.

Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses.

Goodwill participates in E-Verify. For more information on E-Verify, please contact DHS: 888-897-7781 or www.dhs.gov/E-Verify.

We promote a Safe & Drug-free Workplace.

Physical Requirements

Attachment to Job Description

Job Title: 666 - Lead, LEAP Call Center Dept Number: 5375

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Guide to Physical Requirements:

• Continuously (5-8 hours)
• Frequently (3-4 hours)
• Occasionally (1-2 hours)
• Never

LIFTING: (as defined by ADA)

Heavy: 45 lbs & over - OCCASIONALLY

Moderate: 15-44 lbs - OCCASIONALLY

Light: 14 lbs & under - OCCASIONALLY

CARRYING:

Heavy: 45 lbs & over - OCCASIONALLY

Moderate: 15-44 lbs - OCCASIONALLY

Light: 14 lbs & under - OCCASIONALLY

PUSHING/PULLING - OCCASIONALLY

REACHING:

Above Shoulder - OCCASIONALLY

At Shoulder - CONTINUOUSLY

Below Shoulder - CONTINUOUSLY

TWISTING - CONTINUOUSLY

BENDING - FREQUENTLY

KNEELING/CRAWLING - OCCASIONALLY

SQUAT - OCCASIONALLY

CLIMBING:

Use of legs only (stairs) - OCCASIONALLY

Use of arms & legs (ladders) - NEVER

HEARING - CONTINUOUSLY

VISION:

Visual, close - CONTINUOUSLY

Visual, distant - CONTINUOUSLY

Visual, depth perception - CONTINUOUSLY

HANDS/FINGERS:

Simple grasping - CONTINUOUSLY

Fine Manipulation - CONTINUOUSLY

Repetitive Movements - CONTINUOUSLY

WALKING - FREQUENTLY

STANDING - CONTINUOUSLY

SITTING - CONTINUOUSLY

SPEAKING - CONTINUOUSLY

OTHER, please describe - OCCASIONALLY - Driving