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Call Center Team Lead

3 months ago

Miami, Florida, United States Alivi Full time
Customer Service Representative (CSR) Lead at Alivi

SUMMARY

  • Remote role exclusively for residents of Florida.
  • Previous experience in Medical Call Center required.
  • Background in Transportation or knowledge of Medicaid/Medicare Plans is a bonus.

Job Description:

The Customer Service Representative (CSR) Lead collaborates with a team of CSRs to deliver exceptional service to each member, offering continuous support in the daily operations of the contact center. This role involves providing training, coaching, and guidance to enhance the skills of the CSR team. The CSR Lead closely monitors real-time KPIs and SLAs, ensuring that daily objectives and metrics are met. Additionally, they work alongside the contact center supervisor and manager to analyze performance metrics, making necessary adjustments to achieve SLAs and KPIs.

DUTIES & RESPONSIBILITIES

  • Ensure CSRs adhere to call center objectives, standards, and policies.
  • Address CSR inquiries regarding protocols and escalations.
  • Identify operational issues and propose enhancements.
  • Keep the team informed about relevant matters affecting them and the members.
  • Monitor performance indicators in real-time and collaborate with CSRs to reach targets.
  • Evaluate CSR performance, offering coaching and learning opportunities.
  • Handle escalated calls and investigate member queries.
  • Analyze data, prepare reports, and aid in implementing action plans.
  • Enhance customer experience by reviewing CSR calls.
  • Identify areas for improvement in service levels and problem-solving capabilities.
  • Collaborate with peers and other teams to support CSR initiatives and improve customer satisfaction.
  • Inform Contact Center management promptly about relevant issues.
  • Address new requests to bolster team performance and add value.
  • Be present on the floor for at least 85% of the time and perform CSR duties when needed.

REQUIREMENTS & QUALIFICATIONS

  • High school diploma or equivalent (associate degree preferred).
  • 1 year of supervisory experience in a contact center setting.
  • Familiarity with KPIs and SLAs metrics.
  • Excellent interpersonal skills for interactions at all levels.
  • Ability to multitask, prioritize, and adapt in a fast-paced environment.
  • Proficiency in CRM solutions, scheduling software, and Microsoft products.
  • Must be fully bilingual in Creole or Spanish.

Job Type: Full-time

Salary: Starting from $18.50 per hour

Hours: 40 per week