Job Description:

Call Center Supervisor/Team Lead – Contact Center

Job Summary:

The Customer Support Team Lead oversees the effective day-to-day operations of 15 Contact center agents. They provide operational support in accordance with policies and procedures. Ensure smooth call center operations.

Key Responsibilities:

• Provides daily direction and communication to Team Supports and team members so that customer service tasks are completed in a timely, efficient and knowledgeable manner.

• Handles human resource management issues among teams, including completion of employee reviews, coaching, corrective action, timecard review/correction, time off approvals, etc.

• Intervenes as needed when customer service challenges escalate and must be addressed at a higher level.

• Provides training and resources, including updating the intranet wiki, so that team members are equipped to do their jobs.

• Identifies opportunities for process improvements and implements solutions.

• Monitors and tracks productivity; keeps Customer Service Manager informed of any related issues.

• Submit overview reports to management as requested.

• Complete QA for the team

• Manage the Call Que and chats to answer questions

• Take supervisor calls as needed.

• Quality team will complete all Quality Monitoring on a weekly basis via Playvox

• Workforce and Operations manager will receive a report from Support manager every Tuesday with the prior week scores, coaching needed, and any performance plans needed

• 2 audits per week will be conducted on each specialist, Playvox chose specialists randomly based off the workload provided.

Qualifications

• Communicates Effectively

• Manages Complexity

• Customer Focus

• Develops Talent

• Directs Work

• Resourcefulness

• Situational Adaptability

• Builds Effective Teams

• Instills Trust

• Drives Vision and Purpose

Preferred Education and Experience:

• High School or GED

• 5 + years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.

• Previous experience requiring clear and calm communication by phone.

• Previous experience requiring the ability to effectively use the computer system and maintain good records.

• Strong knowledge of durable medical equipment, typically gained in 2+ years of experience.

• Advanced understanding of insurance guidelines and billing, including rules, limits, verification procedures, cost/reimbursement rate issues, etc.

• Minimum of 2 years of leadership experience in a Call Center or similar environment

Work Environment:

This job is performed in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

All other duties as assigned by management. Please note this job descrioption isnot designed to cover or contain a comprehensive listing of activities, duties, or responsibilities requested of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Primary Location: BDE – College Park, GA

Job Category: Call Center

Schedule: Full-time | Non-exempt

Shift: Day 9:30 to 6:30

Employee Status: Full-time