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Call Center Professionals Jobs (NOW HIRING)

MMC Group

Call Center Lead

East Hartford, CT · On-site

$22.04/hr

Call Center Lead, Medicaid Member Services | $22.04/Hour | Monday-Friday | East Hartford, CT Lead a ... Provide professional, courteous, and accurate customer service to HUSKY Health members and ...

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How much do call center professionals jobs pay per hour?

As of Jul 13, 2026, the average hourly pay for call center professionals in the United States is $14.06, according to ZipRecruiter salary data. Most workers in this role earn between $9.62 and $16.35 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Call Center Professional, and why are they important?

To thrive as a Call Center Professional, you need excellent verbal communication, problem-solving abilities, and typically at least a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, phone systems, and call center tracking tools is commonly required. Patience, resilience, and strong interpersonal skills help professionals handle high call volumes and challenging customer interactions. These abilities ensure effective customer service, high satisfaction rates, and efficient resolution of inquiries in a demanding environment.

What are some common challenges Call Center Professionals face and how can they overcome them?

Call Center Professionals often encounter challenges such as managing high call volumes, handling difficult customers, and maintaining performance targets like call resolution time. To overcome these, effective stress management techniques, continuous product or service training, and support from supervisors or team leads are essential. Many call centers foster a team-based environment where colleagues share strategies and offer peer support, making it easier to stay motivated and improve customer service skills.

What is the difference between Call Center Professionals vs Customer Service Representatives?

AspectCall Center ProfessionalsCustomer Service Representatives
CredentialsHigh school diploma or equivalent; some roles may require specific certificationsHigh school diploma or equivalent; training provided on the job
Work EnvironmentCall centers, customer support centers, remote optionsRetail stores, call centers, online support
Employer & IndustryTelecommunications, finance, tech companiesRetail, healthcare, service industries
Common Search & ComparisonOften searched together due to similar roles and skillsRelated but more focused on direct customer interaction

Call Center Professionals and Customer Service Representatives share many skills and work environments, but Call Center Professionals often handle higher call volumes and may require specific certifications. Customer Service Representatives typically work in retail or healthcare settings, focusing on direct customer interactions. Both roles are essential in customer support, with overlapping responsibilities but different industry focuses.

What are Call Center Professionals?

Call Center Professionals are individuals who handle inbound or outbound customer communications on behalf of a company, usually over the phone, but sometimes by email, chat, or social media. They are responsible for providing customer support, answering inquiries, resolving complaints, processing orders, or conducting surveys. These professionals play a key role in maintaining customer satisfaction and are often the primary point of contact between a business and its clients.
More about Call Center Professionals jobs
What job categories do people searching Call Center Professionals jobs look for? The top searched job categories for Call Center Professionals jobs are:
Call Center Professionals jobs near you
Infographic showing various Call Center Professionals job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 17% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $29,250 per year, or $14.1 per hour.
Call Center Lead

Call Center Lead

MMC Group

East Hartford, CT • On-site

$22.04/hr

Full-time

Medical, Dental, Vision, Life

Posted 2 days ago

Job description

Call Center Lead, Medicaid Member Services | $22.04/Hour | Monday-Friday | East Hartford, CT

Lead a Team That Makes a Difference in Healthcare

Are you an experienced call center professional with a passion for leadership and exceptional customer service? We're seeking a Call Center Lead to support a high-volume Medicaid Member Services contact center serving HUSKY Health members in Connecticut.

In this role, you'll provide day-to-day leadership, coach customer service representatives, assist with escalated member inquiries, and help ensure every interaction delivers outstanding service and support.

If you're ready to take the next step in your customer service career while making a meaningful impact on the lives of Medicaid members, we'd love to hear from you!

Compensation

  • $22.04 per hour

Location

East Hartford, CT

Schedule

  • Monday through Friday
  • Business Hours
  • Weekends Off

What You'll Do

As a Call Center Lead, you'll serve as a subject matter expert and leadership resource while helping ensure exceptional service for Medicaid members and providers.

Responsibilities include:

  • Provide professional, courteous, and accurate customer service to HUSKY Health members and providers
  • Assist members with:
    • Medicaid program information
    • Account inquiries
    • Consumer Portal password resets
    • Spend-down questions
    • Premium billing inquiries
    • General benefit and eligibility questions
  • Support call center representatives with escalated calls and complex customer concerns
  • Serve as a liaison between supervisors and customer service teams
  • Provide leadership support during supervisor absences
  • Coach, mentor, and assist in training new team members
  • Handle difficult customer situations with professionalism, empathy, and confidence
  • Research customer inquiries and provide accurate information based on program guidelines
  • Document customer interactions thoroughly and accurately
  • Maintain current knowledge of Medicaid and HUSKY Health policies and procedures
  • Monitor trends and recommend process improvements to enhance customer experience
  • Protect confidential member information while following HIPAA and company guidelines
  • Participating in team meetings, quality initiatives, and ongoing training

What We're Looking For

Required Qualifications

  • Minimum of 2 years of call center experience
  • Previous experience serving as a team lead, floor support, quality analyst, trainer, or coach preferred
  • Strong customer service and leadership skills
  • Excellent verbal and written communication abilities
  • Strong problem-solving and conflict resolution skills
  • Ability to multitask and prioritize in a fast-paced call center environment
  • Strong attention to detail and accurate documentation skills
  • Ability to remain calm and professional while handling escalated customer interactions
  • Ability to work independently and collaboratively within a team environment

Preferred Qualifications

  • Associate degree from an accredited college or university
  • Experience supporting:
    • Medicaid
    • HUSKY Health
    • CHIP
    • Managed Care
    • Government healthcare programs
  • Experience coaching, mentoring, or developing customer service representatives
  • Bilingual language skills are a plus

Technical Skills

  • Proficiency with Microsoft Office Suite
  • Experience using:
    • Call center software
    • Customer Relationship Management (CRM) systems
    • Ticketing platforms
  • Experience with Avaya phone systems is a plus
  • Ability to quickly learn new healthcare systems and technologies

Why Join Our Team?

  • Competitive pay at $22.04 per hour
  • Monday through Friday schedule with weekends off
  • Opportunity to grow your leadership skills
  • Support an essential Medicaid healthcare program serving Connecticut residents
  • Collaborative and professional team environment
  • Meaningful work that positively impacts members and their families

If you're an experienced call center professional with leadership experience and a passion for delivering exceptional customer service, apply today and take the next step in your career!


Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.
We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.
MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.
We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com
Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment, including:

  • Medical, dental, and vision coverage
  • Life and disability insurance
  • Additional voluntary benefits


Join MMC and enjoy the support of a team that values your well-being, both on and off the job!
MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.
Get started on your career journey today! Apply to become a part of the MMC Team!
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.