Remote Call Center Lead Agent
Company: Grace Federal Solutions,LLC
Location: New York
Posted on: November 23, 2021
Call Center Lead Responsibilities:
Assist supervisor in overseeing the day-to-day responsibilities of
the call center personnel and maintaining high levels of Customer
Experience with monitoring staff production and performance to meet
metrics and goals.
Provide ongoing coaching and feedback to staff for improve quality
Identify and coordinate staff training needs to ensure uniform
professional and accurate responses.
Plans and organizes the daily operation of the vendors call center
staff, including scheduling of staff and reviewing attendance.
Analyzes trends to identify process improvement opportunities,
including development of educational material for staff.
3 years of healthcare call center experience with at least 1 year
of Team Management experience.
Advanced level knowledge of Microsoft Office Software.
Experience preferred but not required using standard call Center
Experience providing executive level reporting and metrics for
inbound and outbound calls, emails, and tickets.
Demonstrates analytical, critical thinking and problem-solving
Able to handle multiple tasks and shifting priorities in a
Willing to render extended work hours, as necessary.
Excellent communication and interpersonal skills.
Must be able to work remotely.
Skill and Performance Competencies:
Efficient data entry/typing skills.
Attendance, punctuality, and dependability.
Critical thinking and sound judgment.
Ability to identify problems, troubleshoot and problem solve.
Ability to conduct thorough analysis.
Self-motivated and desire/ability to learn new topics quickly.
Works well independently and in a team setting in fast-paced
environment under time constraints.
Demonstrated ability to establish and maintain an effective follow
up system to ensure timely and accurate handling of information
Good verbal, listening and written communications abilities.
Positive and confident telephone skills.
Basic computer skills, including MS Office software (i.e., Word,
Excel, etc.) and internet.
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Keywords: Grace Federal Solutions,LLC, New York , Remote Call Center Lead Agent, Sales , New York, New York
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