Overview

SUMMARY: Assist the Supervisor in the operation in accordance with policies and procedures. Ensure smooth operation during shift.
ESSENTIAL FUNCTIONS
Serves as a lead staff member to observe Customer Service Representatives in accordance with policies and procedures.
Participates in training and coaching of CSR’s in conjunction with Training Specialist and Call Center Management.
Monitors service levels and communicates issues to Supervisor.
Handles escalated calls; takes appropriate action to calm upset customers and resolve customer complaints.
Observes the work environment to ensure compliance with established policies and procedures.
Provides feedback to Call Center Management regarding employees’ performance.
Acts as the primary point of contact for CSR’s in the absence of a Supervisor.
Assists with other duties as assigned.
QUALIFICATIONS REQUIRED
2 years’ customer service experience in an inbound call center; healthcare environment a plus
1 year in a lead call center role with the ability to demonstrate how to lead a team
Entry level proficiency in Microsoft Word and Excel
Excellent time management skills
Must be able to demonstrate multi-tasking skills in a high stress environment while working with multiple managers
Must have a high level of interpersonal skills to handle sensitive and confidential situations
Excellent written and verbal communication skills, professional appearance, positive attitude

MINIMUM REQUIRED EDUCATION/TRAINING
High school diploma or equivalent


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