Call Center Lead - #242415

Exela Technologies Inc.

Date: 05/04/2021 18:30 PM

City: Afton, Minnesota

Contract type: Full Time

Work schedule: Full Day

Job Summary & Objective

The basic function of the Dental Insurance Provider Call Center Team Lead is to support the call center team in ensuring the success of the Dental Insurance Provider project within the defined scope, schedule, cost and quality, which is measured against Call Quality, Handle Time, Adherence, and Production Hour metrics.

Essential Functions & Responsibilities

  • Must follow and meet Key Performance Expectations (KPEs) for this role, which includes attendance, adherence, quality, and average handle time targets
  • Successfully pass new hire, client and ongoing training
  • Follow company policies
  • Prepare and implement procedures and processes for Dental Insurance Provider Call Center
  • Communicate regularly with call center supervisors and managers
  • Ensure Rust and Anthem Dental Insurance Provider policies are followed by Call Center staff
  • Maintain call center staff productivity and ensure expectations are met by CSRs
  • Function as Subject Matter Expert (SME) on Dental Insurance Provider project
  • Monitor call queue
  • Stay abreast of specific changes to call center procedures and/or preferred verbiage on Dental Insurance Provider and to changes on any case for which they are identified as back up
  • Maintain effective and positive relationships with CSRs, supervisors, Dental Insurance Provider business partners, and call center managers
  • Be prepared to assist CSRs with any call question or escalation
  • Participate in call center training at the direction of leadership
  • Communicate client issues which may affect results (or be pertinent to client) to call center supervisors or manager
  • Be prepared to take any call center role to ensure departmental success
  • Ability to work hours needed for appropriate supervisory project coverage and meet client and company business needs
  • Able to transfer and assist as needed in other departments with a positive, professional, and effective attitude
  • Deliver exemplary customer service. Receive and place follow-up telephone calls to answer customer questions. May require deviation from standard practices and procedures with the assistance of a computerized system
  • Answer or make calls for a minimum of 8 hours per month and provide accurate information to callers by reviewing and analyzing database records and printed materials
  • Memo in the database appropriately
  • Communicate effectively and professionally both verbally and in writing
  • Analyze problems and provide information/solutions
  • Operate a PC/image station to obtain and extract information and document information, activities and changes in the database
  • Document inquiry outcomes for accurate tracking and analysis
  • Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
  • Research and analyze data to address operational challenges and customer service issues
  • Provide external and internal customers with requested information
  • Seek, understand and respond to the needs and expectations of internal and external customers
  • Required to meet department goals and expectations.

Minimum Job Qualifications & Requirements

  • Minimum of 1 year Rust call center experience or equivalent experience in an automated customer service environment
  • Demonstrated ability to handle a cross-section of duties and responsibilities (including possible cross-section of projects and niches) simultaneously
  • High school diploma or GED
  • Acceptable to superior personal quality monitoring scores and productivity
  • Strong attention to detail
  • Ability to communicate appropriate feedback, information, and directions both orally and in writing
  • Ability to create and maintain spreadsheets in Excel
  • Ability to learn and retain large quantities of case specific information
  • Good organizational skills, including multi-tasking and prioritization in a fast-paced work environment
  • Thorough understanding of call center technology and internal applications
  • Strong leadership skills, including leading by example
  • Working knowledge of Microsoft Office Suite
  • Strong analytical and reporting skills
  • Strong customer service skills
  • Flexibility in work schedule to accommodate business needs
  • Positive and professional attitude
  • Required to meet department goals and expectations. Requires a HS diploma or equivalent;1-3 years of the company's experience in an automated customer service environment; or any combination of education and experience, which would provide an equivalent background.

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