Contact Center Team Lead
3 days ago
As a Contact Center Supervisor at Southern Scripts, you will be responsible for leading a team of customer service representatives and ensuring they deliver exceptional customer experiences. Your primary goal will be to train, coach, and mentor employees to provide top-notch service.
- Develop and implement performance targets for individuals and teams.
- Provide guidance and feedback to staff members.
- Assist with call volume management when necessary.
- Enforce department policies and procedures.
- Manage the performance management system.
- Anticipate and address potential escalations.
- Optimize procedures and maintain staff motivation.
- Keep management informed about issues and challenges.
- Support training and development initiatives.
- Ensure all call and ticket KPIs meet set targets.
- Comply with HIPAA regulations regarding Protected Health Information (PHI).
- Report any HIPAA violations to the Compliance Officer and/or Human Resources.
- Complete and demonstrate competency in all required HIPAA Training.
- Be flexible and adapt to changing job requirements.
- Proven experience in customer service.
- Working knowledge of MS Office.
- Excellent leadership and organizational skills.
- Outstanding communication and negotiation abilities.
- Ability to work under pressure.
- Customer-focused mindset.
Supervisory Responsibility
- Measure performance using key performance indicators.
- Ensure adherence to policies for attendance and procedures.
- Lead in a manner that supports the Call Center Manager's vision and fosters a positive work culture.
- Collaborate with the supervisory team to maintain a consistent operation.
- This is a full-time, salaried position.
- Typical working hours are Monday through Friday, 11:00 a.m. to 8:00 p.m. CT, with on-call responsibilities on a rotation basis.
- Ability to work extended hours, weekends, and holidays as needed.
Minimal travel expected for this position.
Required Education and Experience- 1 or more years of PBM/CSR experience or an Associate's Degree or 2 years of college experience.
- 2 years of customer service experience.
- Bachelor's degree preferred.
- Supervisory background preferred.
Southern Scripts is an equal employment opportunity employer and complies with all applicable laws prohibiting discrimination in employment. We prohibit any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
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