Leading Edge Connections

Assist members with online portal issues, explain benefits, and support retention through phone and email support. | Fluent in English and French, customer service or tech support experience, high school diploma, and home office setup. | Account Support Specialist French-Canadian-French-Bilingual - This is a 100% Remote Position Job Type: FT 40 hour contract - Work from home Join Our Virtual Team at Leading Edge Connections! At Leading Edge Connections, LLC, we’re redefining what it means to deliver world-class customer care. As a fully virtual contact center outsourcing company, we’re built for the people — our clients, our customers, and our amazing remote team. We’re currently seeking Bilingual (English/French or English/French-Canadian) Phone Agents to provide professional, friendly support for customer service, online portal tech assistance, and membership retention. What You’ll Do: Support members by phone and email, helping troubleshoot issues with online portals. Clearly explain membership benefits and assist customers in keeping or renewing their plans (soft retention sales). Handle account updates, benefit verifications, and assist with portal navigation. Collaborate with your virtual teammates to ensure a seamless customer experience. What We’re Looking For: Fluent in English and French (French Canadian a plus) with excellent communication and problem-solving skills. Prior insurance, benefits, or policy experience strongly preferred. Experience in customer service or tech support (especially web portals) is a plus. A motivated, team-oriented professional who loves helping others and learning new things. If you have an insurance background, enjoy using technology, and love helping people understand the value of their benefits, we’d love to have you on our team! Join a company that values connection, flexibility, and genuine care — from wherever you call home. · Must have a High School Diploma or equivalent Responsibilities Express genuine empathy and concern for your customers' issues and address as if they were your own Answer, evaluate and prioritize requests from customers having questions or experiencing problems with services or products Ability to identify high-risk customer situations and escalate appropriately without hesitation Accurately document all required information and details in the ticketing system Respond to and resolve open issues in an appropriate timeframe Ability to identify trends related to systems, platforms and/or customers and escalate appropriately to management Ability to multi-task using multiple systems Skillfully change from one task to another without loss of efficiency or composure Be available at your desk, maintaining punctuality and attendance at all scheduled times Remain positive and professional in all customer interactions Flexibility to cross train as requested\ Hardware/Software Requirements To be successful in this role, you must have your own computer and home office setup that meets the following minimum specifications: Personal computer (laptop or desktop only; no Chromebooks, MacBooks, iPads, netbooks, or tablets). Processor: Intel® Core™ i5 5200 series or greater; all computers must have at least 4 performance/proficiency cores. Example: A 10-core computer with only 2 performance cores does not meet this requirement. Please check your system settings to confirm. Memory: 8GB RAM minimum; Windows 10 (64-bit) or higher. Display: Screen resolution of 1280x768 or higher; dual monitors required for efficiency. Internet: Reliable high-speed internet with a wired Ethernet connection (hardwired to router). Audio: USB noise-canceling headset. Job Type: FT 40 hour contract Pay: $17 per hour 1099 contract Benefits: Work from home Experience level: 2 years Weekly day range: Monday to Friday

The Workforce Management Specialist will monitor staffing, attendance, and performance to ensure optimal coverage and operations. They will adjust schedules in real-time and communicate any issues with Operations and Team Leads. | Candidates should have 1-3+ years of experience in Workforce Management or Contact Center roles, with strong communication and organizational skills. Proficiency in WFM tools and the ability to manage fast-paced situations are also required. | Workforce Analyst & Agent Scheduling Specialist Leading Edge Connections (LEC) Remote | Contract About Us Leading Edge Connections (LEC) is an industry-leading outsourced contact center solutions provider specializing in high-performance teams, world-class customer experience, and operational excellence. We are growing rapidly and expanding our Workforce Management team to support one of our flagship programs. If you thrive in a fast-paced environment, love data, stay laser-focused under pressure, and can balance real-time decision-making with long-term planning, this role is for you. Position: Workforce Management Specialist What You’ll Do As a Workforce Management (WFM) Specialist at LEC, you will play a critical role in ensuring our operations run smoothly every single day. You will monitor staffing, attendance, queues, and trends to keep the team properly covered and performing at their highest level. You are the heartbeat of daily operations. Key Responsibilities Monitor daily staffing, attendance, intraday performance, and schedule adherence to ensure optimal coverage. Adjust schedules in real time based on callouts, volume spikes, or unexpected operational changes. Communicate coverage gaps, attendance issues, and schedule impacts with Operations and Team Leads. Track PTO, callouts, attendance patterns, and schedule changes with accuracy and integrity. Identify volume trends and flag unusual patterns or emerging risks to Leadership. Produce daily, weekly, and monthly reports on staffing, attendance, productivity, and forecasting. Support long-term planning by recommending staffing adjustments for low and high seasons. Work closely with Training, Operations, and Quality to align schedules with current business needs. Stay responsive and clear in all communications, especially during fast-moving operational periods. Ensure agents understand schedules, breaks, expectations, and WFM guidelines. Follow up on attendance concerns and escalate patterns appropriately. Help manage and track special projects, team transitions, and multi-skill movements. Maintain organized, clean, and accurate WFM tools, trackers, and documentation. Partner with clients when needed to confirm volume expectations or schedule adjustments. Support Operations by analyzing adherence, productivity trends, and staffing gaps. Help develop and refine schedule templates, staffing models, and rotation plans. Maintain professionalism and confidentiality when handling sensitive attendance or performance data. Must be reliable and able to support weekdays, weekends, and peak seasons when WFM coverage is needed most. What We’re Looking For 1–3+ years of Workforce Management or Contact Center experience preferred Strong understanding of staffing models, intraday management, and KPI trends Exceptional communication and organizational skills High accuracy and attention to detail Ability to manage fast-moving situations and make decisions quickly Proficiency in spreadsheets, WFM tools, and reporting A calm, professional presence under pressure Someone who thrives in a high-performance culture Why Join LEC? Fast-growing company with strong internal advancement opportunities Work with a high-performance team and supportive leadership 100% remote work Competitive compensation Opportunity to directly impact client performance and team success Culture that values accountability, excellence, and continuous improvement Hardware/Software Requirements: Your own computer (you have the freedom to create your own home office) Processor: Intel® Core™ i5 5200 Series or greater: all computers must be at least 4-cores with those being performance cores ex: if you have a 10 core computer with only 2 efficiency cores, then you do not have a 4-core processor.) Please double check your computer setting to ensure you have 4-cores Memory: 8GB on Windows 10 or higher / 10 64 bits Screen Resolution: 1280x768 or higher dual monitors required (this will ensure you can work efficiently on client systems) Reliable High Speed Internet with an ethernet connection. USB headset (noise canceling) NO Chromebooks, iPads, MacBooks, netbooks, or any type of tablet (Must be a laptop or a desktop) Details: Pay Rate: $18.00-$20.00 per hour - biweekly pay 1099 Contract Remote- Work from Home

The Workforce Management Specialist will monitor staffing, attendance, and performance to ensure optimal coverage and operations. They will adjust schedules in real time and communicate any issues to leadership. | Candidates should have 1-3+ years of experience in Workforce Management or Contact Centers, with strong communication and organizational skills. A high level of accuracy and the ability to manage fast-paced situations are essential. | Workforce Analyst & Forecasting Specialist Leading Edge Connections (LEC) Remote | Contract About Us Leading Edge Connections (LEC) is an industry-leading outsourced contact center solutions provider specializing in high-performance teams, world-class customer experience, and operational excellence. We are growing rapidly and expanding our Workforce Management team to support one of our flagship programs. If you thrive in a fast-paced environment, love data, stay laser-focused under pressure, and can balance real-time decision-making with long-term planning, this role is for you. Position: Workforce Management Specialist What You’ll Do As a Workforce Management (WFM) Specialist at LEC, you will play a critical role in ensuring our operations run smoothly every single day. You will monitor staffing, attendance, queues, and trends to keep the team properly covered and performing at their highest level. You are the heartbeat of daily operations. Key Responsibilities Monitor daily staffing, attendance, intraday performance, and schedule adherence to ensure optimal coverage. Adjust schedules in real time based on callouts, volume spikes, or unexpected operational changes. Communicate coverage gaps, attendance issues, and schedule impacts with Operations and Team Leads. Track PTO, callouts, attendance patterns, and schedule changes with accuracy and integrity. Identify volume trends and flag unusual patterns or emerging risks to Leadership. Produce daily, weekly, and monthly reports on staffing, attendance, productivity, and forecasting. Support long-term planning by recommending staffing adjustments for low and high seasons. Work closely with Training, Operations, and Quality to align schedules with current business needs. Stay responsive and clear in all communications, especially during fast-moving operational periods. Ensure agents understand schedules, breaks, expectations, and WFM guidelines. Follow up on attendance concerns and escalate patterns appropriately. Help manage and track special projects, team transitions, and multi-skill movements. Maintain organized, clean, and accurate WFM tools, trackers, and documentation. Partner with clients when needed to confirm volume expectations or schedule adjustments. Support Operations by analyzing adherence, productivity trends, and staffing gaps. Help develop and refine schedule templates, staffing models, and rotation plans. Maintain professionalism and confidentiality when handling sensitive attendance or performance data. Must be reliable and able to support weekdays, weekends, and peak seasons when WFM coverage is needed most. What We’re Looking For 1–3+ years of Workforce Management or Contact Center experience preferred Strong understanding of staffing models, intraday management, and KPI trends Exceptional communication and organizational skills High accuracy and attention to detail Ability to manage fast-moving situations and make decisions quickly Proficiency in spreadsheets, WFM tools, and reporting A calm, professional presence under pressure Someone who thrives in a high-performance culture Why Join LEC? Fast-growing company with strong internal advancement opportunities Work with a high-performance team and supportive leadership 100% remote work Competitive compensation Opportunity to directly impact client performance and team success Culture that values accountability, excellence, and continuous improvement Details: Pay Rate: $18.00-$20.00 per hour - biweekly pay 1099 Contract Remote- Work from Home