Lead I, Call Center

2 weeks ago

Diamond Bar, United States Call the Car Full time $24
Job DescriptionJob Description
  • Monitor call queues and works with different departments to maintain an average speed of answer of 30 seconds or below and a shift call abandonment rate of 3% or below when delegated by management.
  • Understands all facets of operations including fleet dispatch, vendor dispatch, all call types.
  • Works as a first line of de-escalation for complaints received through the call center and escalates complaints to the Supervisor when appropriate.
  • Monitors breaks of office staff and reports any deficiencies in coverage.
  • Handles ambulance calls, reservation & activation.
  • Monitor CSR performance and provide coaching.
  • Notifies staff of updated Policies and Procedures from the health plan.
  • Responsible for training all new Representatives.
  • Assists in the development of training curriculum and guides.
  • Provides the Supervisor with feedback on staff.
  • Notifies Supervisor of staff downtime to ensure time can be filled with tasks.
  • Conducting trip verification for the next day; ensuring all trips have been correctly entered and assigned.
  • Assists with general IT troubleshooting.
  • Notifies leadership immediately of all injuries, accidents, perceived/actual HIPAA breaches, and/or unusual incidents.
  • Meet with the Key Performance Indicators
    • AHT 4:15 min
    • Quality Assurance 95%
    • Occupancy 85%
    • Side by Side 100%
    • Weekly Updates 4 per month
  • Any other duties as assigned by management.
  • Also, the Job Responsibilities of Customer Service Representative IV.

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