Call Center Team Lead
5 days ago
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.
- 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).
- 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.
$20.67 per hour
LocationVirginia Beach, Virginia 23454
Career LevelMid-level
DepartmentCustomer Service
Clearance RequirementNot applicable
Telecommuting optionsNo telecommuting
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