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Remote Call Center Lead Agent

Company: Grace Federal Solutions,LLC
Location: New York
Posted on: November 23, 2021

Job Description:

Call Center Lead Responsibilities:
Assist supervisor in overseeing the day-to-day responsibilities of the call center personnel and maintaining high levels of Customer Service
Experience with monitoring staff production and performance to meet metrics and goals.
Provide ongoing coaching and feedback to staff for improve quality assurance.
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.

Requirements:
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 systems.
Experience providing executive level reporting and metrics for inbound and outbound calls, emails, and tickets.
Demonstrates analytical, critical thinking and problem-solving skills.
Able to handle multiple tasks and shifting priorities in a challenging environment.
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.
Quality focus.
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 requests.
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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