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Call Center Lead Representative Jobs in Raleigh, NC

Avcend

Call Center Representative

Cary, NC · On-site

$20.40/hr

Call Center Representative Client: McKesson Pay Rate: $20.40/hour on W2 Duration: 3-month contract (Temp-to-Perm based on performance and attendance) Work Location: Onsite - 11800 Weston Parkway ...

Avcend

Call Center representative

Cary, NC · On-site

$20/hr

The Call Center Representative supports Pharmacy Operations by handling inbound and outbound calls related to prescription status, refill scheduling, delivery coordination, and general customer ...

MDS Communications

Call Center Representative

Cary, NC · Remote

$15 - $16/hr

AnyMDS Communications is looking to hire Call Center Representatives! Are you seeking a job with ... lead impactful telephone fundraising programs and donor communications. With over 400 employees ...

MDS Communications

Call Center Representative

Cary, NC · Remote

$15 - $16/hr

AnyMDS Communications is looking to hire Call Center Representatives! Are you seeking a job with ... lead impactful telephone fundraising programs and donor communications. With over 400 employees ...

Ultimate LLC

Bilingual Call Center Agent

Raleigh, NC · On-site

$19 - $21/hr

Ultimate Staffing is seeking experienced Bilingual Call Center Representatives for an immediate opening in Raleigh, NC (Capital Blvd area near Beltline). HOURS: Monday - Friday, 8 hour shift between ...

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Call Center Lead Representative information

See Raleigh, NC salary details

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$24

How much do call center lead representative jobs pay per hour?

As of Sep 10, 2026, the average hourly pay for call center lead representative in Raleigh, NC is $17.41, according to ZipRecruiter salary data. Most workers in this role earn between $14.95 and $18.70 per hour, depending on experience, location, and employer.

What is a call center lead representative?

Call Center Lead Representatives are experienced professionals who oversee daily operations within a call center. They provide guidance, training, and support to call center agents, ensuring quality customer service and adherence to company policies. Their responsibilities often include monitoring performance metrics, handling escalated customer issues, and assisting in scheduling or workflow planning. The role requires strong communication, leadership, and problem-solving skills to maintain an efficient and positive work environment.

What does a call center lead representative do?

As a Call Center Lead Representative, you play a key role in mentoring agents, monitoring call metrics, and ensuring service quality. You often handle escalated customer issues that frontline representatives are unable to resolve, requiring strong problem-solving and communication skills. The position involves collaborating with supervisors to implement process improvements and conducting regular coaching sessions to help team members meet performance goals. This role offers valuable experience for those looking to advance into supervisory or management positions within customer service operations.

What are the key skills and qualifications needed to thrive as a call center lead representative?

To thrive as a Call Center Lead Representative, you need expertise in customer service, conflict resolution, and team leadership, typically supported by experience in call center operations and a high school diploma or higher. Familiarity with call center software (such as CRM systems and workforce management tools) and quality monitoring platforms is essential. Strong interpersonal skills, the ability to motivate others, and effective problem-solving set standout leaders apart in this role. These skills ensure high team performance, customer satisfaction, and efficient resolution of issues in a fast-paced environment.

What is the difference between Call Center Lead Representative vs Call Center Supervisor?

AspectCall Center Lead RepresentativeCall Center Supervisor
ResponsibilitiesGuides agents, handles escalations, supports daily operationsOversees team performance, manages staffing, implements policies
CredentialsHigh school diploma or equivalent, customer service experienceSimilar credentials, often with leadership or supervisory experience
Work EnvironmentCall center setting, direct interaction with agents and customersCall center or office environment, managerial oversight
FocusTeam support and operational assistanceTeam management and performance optimization

The Call Center Lead Representative primarily supports agents and handles escalations, focusing on daily operations. In contrast, the Call Center Supervisor manages team performance, staffing, and policy implementation. While both roles require customer service experience and similar credentials, the supervisor has broader managerial responsibilities. Understanding these differences helps in choosing the right career path or job search focus.

How to become a call center lead representative?

To become a call center lead representative, candidates typically need previous experience in customer service or call center roles, strong communication and leadership skills, and often a high school diploma or equivalent. Some employers may prefer candidates with additional training or certifications in customer service or management, and demonstrating the ability to handle difficult situations is important for advancement to a lead position.

What is the highest position in a call center lead representative?

The highest position in a call center hierarchy typically is the Call Center Manager or Supervisor, who oversees operations, staff, and performance metrics. Advancement from a lead representative often involves gaining experience, leadership skills, and sometimes additional certifications or training in customer service management.
Call Center Lead Representative jobs near you

Call Center Representative

Cary, NC • On-site

Avcend
Analytics and Business Intelligence Systems • 51 - 200 employees
Learn more about Avcendexternal

$20.40/hr

Contractor

Re-posted 19 days ago

Job description

Job Title: Call Center Representative
Client: McKesson
Pay Rate: $20.40/hour on W2
Duration: 3-month contract (Temp-to-Perm based on performance and attendance)
Work Location: Onsite – 11800 Weston Parkway, Cary, NC
 

Work Schedule:

  • Regular Shift: 11:30 AM – 8:00 PM, Monday–Friday or Tuesday–Saturday
  • Rotating Saturdays: Once per month (weekday off provided)
  • Training Schedule: Onsite, 9:00 AM – 6:00 PM for 3–6 weeks
 

Job Summary:
The Call Center Representative supports Pharmacy Operations by handling inbound and outbound calls related to prescription status, refill scheduling, delivery coordination, and general customer inquiries. This role requires strong communication skills, empathy when speaking with patients, and attention to detail.

Key Responsibilities:

  • Handle inbound and outbound pharmacy-related calls
  • Schedule medication refills and deliveries
  • Answer patient questions and route calls to clinical teams when needed
  • Update patient profiles and document call notes accurately
  • Verify insurance and payment information
  • Identify and report adverse events and product complaints

Required Qualifications:

  • Minimum 1 year of recent call center experience
  • Excellent verbal and written communication skills
  • Professional phone etiquette with strong customer service skills
  • Ability to show empathy when speaking with patients
  • Basic computer skills (Microsoft applications)

Preferred Qualifications:

  • Pharmacy or healthcare call center experience
  • Medical office experience or medical terminology knowledge

Additional Notes:

  • Training and work are fully onsite
  • Good attendance is very important
  • Cell phone usage is not permitted at the desk
  • Onsite gym available
  • Holidays off (unpaid)