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Job Title: Team Lead Call Centre
Location: Carrollton, TX 75007 (Monday through Friday)
Duration: Full Time/ Permanent
Job description:
Summary:
Under the supervision of the Assistant Manager, the Call Center Team Lead is responsible for providing support, direction, and supervision to Call Center Representatives daily.
Essential Functions:
Coach and develop Customer Service Representatives in all areas of performance including metrics and behaviors.
Audit phone, email, and other customer interactions, observing performance, techniques and application of guidelines and procedures.
Evaluate quality, track results, and provide coaching for increased success.
Provide ongoing feedback and support to improve performance of direct reports.
Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.
Document coaching and development session and performance reviews for direct reports.
Train reps to understand policies and procedures through team meetings and one-on-one sessions.
Improve workflows by using critical thinking skills to track activity and identify areas for improvement.
Handle escalated customer issues and provide weekly function support for customer interactions.
Reviews and approves timecards and PTO requests for direct reports.
Additional Functions:
Assists with special projects, as requested
Maintains the confidentiality of all company procedures, results, and information about participants, clients, providers and employees
Maintains courteous, helpful and professional behavior on the job
Establishes and maintains effective working relationships with co-workers
Follows and ensures departmental compliance with all Policies and Procedures and HIPAA regulations
Ability to work under pressure
Maintains a safe working environment
Supervisory Responsibility: Provides supervision for assigned Call Center Representatives.
Travel: 0%
Knowledge, Skills and Abilities:
Educational requirements include a High School Diploma or equivalent.
Minimum 3-year Call Center experience required.
Minimum 2-year supervisory experience is required, preferably in health plan operations.
Knowledge and experience using current computer technology, including experience with Excel and Word.
Skilled in establishing and maintaining effective working relationships with clients, and staff at all levels
Skilled in data analysis and problem solving using defined methodologies
Skilled in problem resolution; recommends suggestions to increase accuracy and/or efficiency
Ability to work independently with minimal supervision
Ability to independently follow through on projects
Ability to communicate professionally, clearly and effectively, verbally and in writing
Ability to prioritize effectively
Ability to consistently multitask
Physical Demands & Requirements:
Communicates in person and via telephone with staff, participants, customers, and Clients
Operates a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer
Remains stationary for extended periods of time
Work Environment:
This job operates in an office environment.
No substantial exposure to adverse environmental conditions is expected.
Moderate pressure to meet scheduled appointments and deadlines.
InfiCare Technologies
