Call Center Contractor: 6-9 years (Advanced)

Location: Hartford, CT (onsite)

Employment Type: Contract

About the Role

We are looking for a dedicated and experienced professional to join our client's team in the customer service sector. In this role, you will contribute to leading and managing a team of customer care representatives, resolving complex customer concerns, and implementing process improvements to enhance customer satisfaction.

Responsibilities

• Lead, coach, train, and manage customer care representatives to ensure high-quality customer service.
• Provide direct supervision and development to assigned representatives, including performance and quality assurance reviews.
• Investigate and resolve escalated and complex customer concerns by collaborating with internal and external resources.
• Embrace new technologies and orchestrate process improvements with the team to meet goals and deadlines.
• Lead assigned special projects and participate in company-wide projects to advance the company's business plan.

Requirements

• Seven years of customer service experience with progressive levels of responsibility in a call center environment.
• Strong communication and interpersonal abilities for supervision and managing escalated customer situations.
• Demonstrated leadership accomplishments with successfully supervising others.
• Ability to work a flexible schedule, including some evenings/Saturdays and call-in for storm-emergency operations.

Preferred Qualifications

• Experience managing a unionized workforce.
• Account collections experience.

Who We Are

SGF Global is an integrated talent solutions provider, offering staffing, recruitment, Employer of Record (EOR), nearshore, and consulting services across a wide range of industries in 35 countries. We’re a dynamic, people-first organization where fresh ideas are always welcome. Our culture is built on collaboration, innovation, and a genuine passion for helping people grow. At SGF Global, smiles are part of the dress code, and every voice matters.

Are you looking to join an organization where your ideas are valued, your growth is supported, and your work makes a global impact? We’re always looking for talented individuals who are ready to make a difference.

• Explore opportunities
• Grow your career
• Be part of something global
• Your future starts here.