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Lead Call Center Representative
4 months ago
- Department: Telecom Switchboard
- Schedule: 7a-3:30p, Monday-Friday. Alernating weekends
- Hospital: Ascension St. Joseph
- Location: Joliet, IL
Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
*Please note, benefits and benefits eligibility can vary by position, exclusions may apply for some roles (for example: Travel, PRN, Short-Term Option, etc.). Actual compensation offer will vary based upon role, education, experience, location, and qualifications. Connect with your Talent Advisor for additional specifics.
ResponsibilitiesLead assigned staff in performing activities or tasks relating to the call center.
- Lead or coordinate shift operations of assigned activities, resources, and/or associates.
- Serve as a technical or functional resource and perform similar duties with staff.
- Assign, monitor and review progress of work.
- Monitor and report compliance with policies and/or procedures.
- Oversee and evaluate orientation and training of assigned associates.
- May provide input in the review and evaluation of staff performance.
- Handle escalated calls using defined protocols and independent judgement to escalate more complex issues to the appropriate resource in order to rapidly resolve customer issues.
Education:
- High School diploma equivalency with 1 year of experience OR 2 years of applicable cumulative job
specific experience required.- Note: Required professional licensure/certification and 1 year of experience can be used in lieu of education, if applicable.
No additional preferences.
