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Call Center Lead

4 months ago

Diamond Bar, United States Call the Car Full time

**JOB OVERVIEW**

Under the supervision of the Customer Service Manager, the Call Center Lead assists with training/cross training staff, oversees the tasks handled by staff to ensure deadlines are met and ensure productivity. The Lead ensures staff are adhering to company policy, being productive and report any deficiencies to the Supervisor for disciplinary procedures.

**TYPICAL WORKING CONDITIONS**

The typical working condition for this position is an indoor office, climate-controlled environment with controlled lighting and noise levels. The job may require extended periods of sitting, standing, kneeling, bending, and/or lifting of at least 25 lbs. The use of a computer or other office equipment(s) is also a requirement. Some evening and/or weekend work and light travel may be necessary.

**DUTIES & RESPONSIBILITIES**
- 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 to include but not limited to 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.

**CORE COMPETENCIES**
- Must pass a Criminal Background Screening.
- Must pass a Drug Screen.
- Must pass government exclusion list at time of hire and monthly thereafter.
- One (1) year of previous experience in Call Center role.
- Experience with various PC & Mac Applications and software programs including but not limited to Microsoft Office (Word, Excel, SharePoint, etc.)
- Excellent customer service skills.
- Ability to work with a team.
- Ability to assist with training and training development.
- Has attention to detail, planning and organizing.
- Travel as needed.

**Preferred qualifications**:

- Health Care Call Center experience preferred.
- Health Care Transportation experience preferred.
- Vehicle routing and/or dispatch experience preferred.
- Availability to work any hours Weekdays, Weekends, Holidays.1 + year Customer Service experience preferred.
- **ACCOMMODATION(S)**_
- Call the Car has the right to modify the duties and functions of the job description based on the needs of the organization. _

Pay: $24.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Microsoft Office: 1 year (required)
- Call center: 1 year (required)

Work Location: In person