SUMMARY
This job is responsible for providing quality and efficient customer service in a call center environment through the daily management of a team. This includes hiring, motivating, recognizing, rewarding, coaching, counseling, training and problem solving. Additional responsibilities include assisting manager with development, analysis and implementation of staffing training. This role also requires the ability to handle escalated phone calls and assist with the resolution of the escalated concern. An associate in this role would partner with the supervisor on the team to recognize coaching needs of employees and provide that coaching and mentoring to individuals as required to aid in development. Special projects could be assigned as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Provides daily direction and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provide support for employees by providing appropriate coaching, counseling, direction and resolution.
- Ensure employees have appropriate training and other resources to perform their job.
- Create and maintain high quality work environment so team members are motivated to perform at their highest level.
- Assist call center management with daily operation of call center to include development, analysis and implementation of staffing and training.
- Assist with escalated phone calls that require supervisor intervention
- Work as a member/leader of special or on-going projects that are important to area/process improvement.
- Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
- Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
- Communicate with Call Center manager regarding department or employee concerns.
- Complying with company regulations regarding HIPAA, confidentiality, and private health information.
QUALIFICATIONS
To perform these jobs successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent oral, written and interpersonal communication skills
- Knowledge of Microsoft Office applications and telephone protocol
- Strong knowledge of customer care processes and techniques
- Demonstrated ability to work well in a team environment
- Dedication to providing exceptional customer service
- Proven leadership experience
- Ability to develop and motivate a team.
- Ability to provide and support company goals.
EDUCATION and/or EXPERIENCE
- One year certificate from college or technical school; or one year to 18 months related
- 3-5 years customer service experience required; preferably within a healthcare setting
- Excellent communication skills both verbal and written are required.
- Working knowledge of Inspro, AS400, Capsil, and Cisco is preferred.