Call Center Team Lead

5 days ago


Virginia Beach, Virginia, United States Livanta Full time
Job Summary

The Call Center Supervisor plays a critical role in ensuring the quality of our team's performance and meeting contractual requirements. This position requires strong leadership and communication skills to lead a team of Patient Service Representatives (PSRs) and provide high-quality customer service to Medicare beneficiaries.

Key Responsibilities
  • Assist in the supervision and coordination of day-to-day activities to ensure quality and production levels meet Livanta's standards and CMS' contractual requirements.
  • Lead a team of PSRs to provide excellent customer service and resolve issues in a timely and professional manner.
  • Conduct quality assurance audits to ensure accuracy and timeliness of work products.
  • Handle escalated calls and facilitate effective resolution of provider and/or customer service-related issues.
  • Provide regular feedback, technical assistance, and moral support to staff.
  • Conduct continuous PSR call-monitoring to ensure call wait-time is within contract requirements.
  • Coach team members to ensure excellent customer service practices.
  • Initiate and coordinate ongoing training for new and existing Call Center staff.
  • Help develop and implement new and existing procedures to ensure accuracy and integrity of Call Center processes.
  • Exercise good judgment and independence in performance of all required functions.
  • Assist in reviewing and analyzing Call Center management statistics to meet performance objectives.
  • Participate in the continuous improvement process to identify quality issues and recommend solutions.
  • Support Senior Management in enforcing Livanta policies.
  • Participate in the interview process.
Requirements
  • Associate's degree plus three years of experience related to a majority of the essential functions of the job, or a Bachelor's degree plus two years of experience related to a majority of the essential functions of the job, or four years of experience related to the essential functions of the job.
  • Knowledge of Medicare or health-related business experience.
  • Call center supervisory experience using call center management tools and technologies.
  • Strong technical writing skills in terms of documentation, procedures, scripts, etc.
  • Strong desktop application tool experience (i.e., MS Word, Excel, Windows, Internet Explorer, etc).
Desired Characteristics
  • Ability to provide excellent customer service.
  • Ability to work independently with minimal supervision.
  • Excellent written and verbal communication skills required.
  • Ability to direct others and work as a team member by maintaining good working relationships with co-workers, management, and customers.
  • Ability to organize and coordinate multiple simultaneous tasks in a team environment.
  • Skilled in interpersonal relations and conflict resolution.
  • Strong analytical ability and problem-solving skills.
  • Experience and skill in word processing, basic spreadsheet, and presentation software applications; familiarity with database software programs (Microsoft Office).
  • Ability to give and receive feedback.
Salary and Benefits

$20.67 per hour

Location

Virginia Beach, Virginia 23454

Career Level

Mid-level

Department

Customer Service

Clearance Requirement

Not applicable

Telecommuting options

No telecommuting



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