Customer Service Center Lead

2 weeks ago

Fort Worth, Texas, United States Solis Mammography Full time

Position Overview: The Customer Service Center Lead plays a pivotal role in overseeing and guiding the Patient Access Representatives at Solis Mammography. This role is essential in ensuring that representatives deliver exceptional, compassionate service while adhering to established policies and procedures, which are crucial for customer loyalty and the financial success of the organization.

Key Responsibilities:

  • Embrace, advocate, and exemplify the Solis Way;
  • Ensure 100% compliance with all policies and procedures;
  • Accountable for the performance of representatives, impacting overall Contact Center efficiency, departmental KPIs, and organizational goals;
  • Monitor the productivity of individual representatives;
  • Collaborate with the QA team to oversee the quality performance of representatives;
  • Mentor and coach representatives on Solis processes, guidelines, and performance metrics;
  • Manage the performance evaluation process for representatives, including goal setting, annual reviews, recognition, coaching, and addressing performance issues;
  • Facilitate the growth of representatives through effective hiring, coaching, mentoring, and performance feedback;
  • Serve as the primary contact for representatives, providing guidance and support while directing them to available resources;
  • Propose recommendations for continuous improvement based on business needs, focusing on enhanced communication and satisfaction for both customers and representatives;
  • Oversee the queue and escalation process, ensuring timely call responses;
  • Address escalated calls from patients or referring physicians, emphasizing service recovery and providing adequate coaching to representatives;
  • Ensure accurate and timely payroll processing;
  • Compile and analyze relevant reports and discussion logs promptly;
  • Perform additional duties and responsibilities as assigned.

Service Commitment:

  • Uphold patient confidentiality at all times;
  • Maintain productivity levels, ensuring minimal downtime.

Team Collaboration:

  • Promote and adhere to the Solis "Promise Book" culture;
  • Ensure compliance with Contact Center policies and procedures;
  • Foster strong working relationships within the team, treating all members with respect;
  • Build collaborative relationships with other departments within the Contact Center and external functional areas;
  • Participate in the interview process to select the most qualified candidates;
  • Address representative issues, document actions taken, and monitor behavior;
  • Provide coaching on strengths and areas for improvement regarding performance metrics and quality;
  • Conduct team meetings and one-on-one sessions with representatives to review performance and document discussions;
  • Communicate problems to management, propose solutions, and seek assistance when necessary;
  • Support management with projects as needed;
  • Collaborate with other groups to ensure efficient and service-oriented operations.

Qualifications:

  • Associate or bachelor's degree preferred, or equivalent experience;
  • 3-5 years of experience in a contact center preferred;
  • 3-5 years of supervisory experience in a contact center preferred;
  • Ability to interact with staff at all levels in a dynamic environment, maintaining focus under pressure;
  • Strong verbal and written communication skills, including personal branding;
  • High level of confidentiality and professionalism;
  • Exceptional service skills with both internal and external customers;
  • Proven ability to coach, mentor, and motivate representatives;
  • Strong organizational skills and superior time management;
  • Proficiency in Microsoft Office required;
  • Ability to manage multiple projects and multitask effectively;
  • Sound judgment and decision-making skills;
  • Knowledge of contact center software applications preferred.

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