Intake Specialist Team Leader

Requirements

Job Overview

We are seeking a dedicated and responsible Intake Team Leader for our Resource and Referral (R&R) Department. The R&R Department provides families with access to a broad selection of childcare referrals and community resources; conducts parent engagement events, community events, and parent workshops; and provides customer service to families and childcare providers seeking information regarding program eligibility and subsidy payments. As the Intake Specialist Team Leader, you will serve as the day-to-day operational lead for the Intake Unit while continuing to perform Intake Specialist duties as needed. The Team Leader provides peer leadership, workflow coordination, coaching, and technical guidance. The position partners with the Program Manager to support quality assurance, staff development, and continuous improvement, while the Program Manager retains accountability for employee performance, departmental operations, and supervisory functions.

Essential Duties and Responsibilities:

Daily Operations

Coordinate daily workflow and communicate operational concerns to the Program Manager.
Serve as the first point of contact for routine staff questions.
Observe workflow and identify service or process issues before escalation.
Communicate phone coverage and queue changes.

Coaching & Team Support

Provide day-to-day coaching and technical guidance.
Model professionalism, teamwork, and accountability.
Assist staff in resolving complex customer issues while ensuring procedural compliance.

Quality Assurance

Partner with the Program Manager to conduct assigned monthly quality assurance reviews of calls, emails, and case processing.
Review findings collaboratively to ensure consistency.
Identify coaching opportunities, procedural gaps, and training needs.
Provide informal coaching after review with the Program Manager and recommend refresher training.

Training

Support onboarding through day-to-day peer training.
Conduct refresher training on departmental procedures.

Customer Support

Provide queue coverage during peak periods.
Perform Intake Specialist duties as operationally needed.

Knowledge and Skills:

Strong verbal and written communication skills
Ability to communicate effectively with diverse populations
Strong critical thinking, analytical, and problem-solving skills
Strong attention to detail
Strong organizational skills
Ability to multitask in a fast-paced environment
Ability to perform intermediate-level math
Ability to enter data with a high degree of speed and accuracy
Ability to meet productivity standards within established timelines
Knowledge of Microsoft Office

Education and Experience:

High school diploma required; associate's degree preferred
Experience in human services or child development industry (preferred)
Bilingual, Spanish/Creole preferred

Physical Tasks:

Ability to walk and climb stairs
Ability to carry/lift up to 15 pounds