Lead, Employee Service Support Specialist

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Overview

Within a team based organizational structure, and under the supervisor of the Employee Services Manager, the lead Employee Services Support Specialist helps to coordinate the day-to-day operations in high volume, complex call center environment and lends support to the Welcome Center. The lead is responsible for coaching and training a team of specialists to ensure timely and proper service to the Yale community. This position responds to and resolves or routes a high volume of complex customer inquiries and escalation requests while demonstrating the highest level of customer service for the Yale community. The role operates with a high level of independence and accountability. The lead will regularly review SOPs, training materials and knowledge articles and recommend changes to ensure optimal efficiencies.  This role will also review work to ensure accuracy and completeness.  The lead will identify errors, trends, or gaps make recommendations on process improvements as needed.  Embraces emerging technologies, including AI, and proactively identifies opportunities to leverage new tools to improve efficiency, service delivery, and business outcomes. This role may require the lead to be onsite on additional days outside of the hybrid schedule and at times provide (ad hoc) back up for the Welcome Center Reception desk, including last minute call outs.

Required Skills and Abilities

1.Proven ability to prioritize, assign and monitor work; set the standard and expectations and provide leadership among departmental staff. Ability to work as part of a team as well as independently. Ability to handle sensitive and confidential information.

2.Excellent communication skills, both verbal and written, with outstanding organizational and analytical skills, proven ability to multitask and handle complex portfolio of work in a deadline driven environment. Ability to de-escalate situations and resolve concerns.

3.Strong organizational skills with a proven ability to pay attention to detail. Active listening skills. Demonstrated ability to multi-task. Demonstrated actions as a caring and motivated team player.

4.Demonstrated ability to build trust and respect of staff and leadership.

5.Strong computer skills utilizing Microsoft Office Suite. Desire to learn new programs and systems. Demonstrated record of excellent attendance and reliability.

Preferred Education, Experience and Skills

Previous leadership experience in a call center.  Previous workforce management experience / quality assurance. Experience with the use of salesforce/workday.

Principal Responsibilities

1. Leads a unit or function, including overseeing and coordinating projects or work processes, and distributes the work of a minimum of two full time employees. 2. Directs the daily operations of the office. Manages calendars and calls, assesses nature of issues and escalates as appropriate. Serves as principal source of information on policies, procedures, programs, and office activities. Oversees, monitors and controls office budget and spending. 3. Participates in special projects on a variety of topics. Identifies project needs. Researches, gathers and analyzes data and materials. Collects project updates in a timely manner; prepares and maintains documentation, tracking, reports and presentations; follows up as appropriate. 4. Performs on-going review of department processes and systems. Develops, implements, and oversees office procedures designed to streamline operations, eliminates duplication and improves efficiency throughout the department. 5. Monitors and prioritizes communications for action and review; provides background necessary for action/decision-making; flags time sensitive material; initiates follow up. 6. Composes and/or coordinates substantive communications, reviews outgoing material for accuracy and completeness. Develops and/or produces materials for presentations. 7. Prioritizes, assigns and monitors work, sets standards and expectations among the department administrative support staff. Ensures appropriate levels of coverage so department priorities can be met. Evaluates and clarifies roles and responsibilities. Establishes and cultivates productive relationships between teams. 8. Attends meetings and drafts minutes. Performs other duties and responsibilities as necessary to support the mission of the office. 9. Greets visitors, answers and screens telephone calls and assesses nature of business. Responds to requests for information and provides assistance. Screens and responds to mail. 10. May perform other duties as assigned. Required Education and Experience Eight years of related work experience, six of them in the same job family at the next lower level and a high school level education; or six years of related work experience and an Associate's Degree; or two years of related work experience and a Bachelor's Degree; or an equivalent combination of education and experience.

Job Posting Date

09/07/2026

Job Category

Administrative Support

Bargaining Unit

L34

Compensation Grade

Labor Grade E

Compensation Grade Profile

Hourly Range

$35.64

Time Type

Full time

Duration Type

Staff

Work Model

Hybrid

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through  their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.