What are the responsibilities and job description for the Team Lead – Call Center position at InfiCare Staffing?
Role: Team Lead Call Center
Location: 4120 International Pkwy, Carrollton, TX 75007 ( In office Full Time Only) Remote or Hybrid is not an option
Duration: Full Time/ Permanent
Work Days - Monday through Friday
Note: Minimum 2-year supervisory experience is required- Experience is preferred in Health Care Plan Operations
Work Hours Between 9AM CST to 6:00pm CST
Interviews- Two rounds will be conducted ( 1St Video- Teams ; 2nd- In office)
Start Date July 24
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
Travel: 0%
Knowledge, Skills And Abilities
Location: 4120 International Pkwy, Carrollton, TX 75007 ( In office Full Time Only) Remote or Hybrid is not an option
Duration: Full Time/ Permanent
Work Days - Monday through Friday
Note: Minimum 2-year supervisory experience is required- Experience is preferred in Health Care Plan Operations
Work Hours Between 9AM CST to 6:00pm CST
Interviews- Two rounds will be conducted ( 1St Video- Teams ; 2nd- In office)
Start Date July 24
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.
- 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
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
- 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
- This job operates in an office environment.
- No substantial exposure to adverse environmental conditions is expected.
- Moderate pressure to meet scheduled appointments and deadlines
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