Contact Center Team Lead

Primary Accountabilities

· Lead, mentor, and coach team members.

· Supervise an assigned team of contact centre agents to achieve identified targets.

· Ensure that all customer expectations are exceeded.

· Create a productive and approachable team environment.

· Provide recruiting support.

· Conduct Performance Reviews.

· Manage the daily operations of a contact center team.

· Handle escalated customer calls.

· Conduct recurring meetings with leadership on continuous improvement so that tools are available to provide the appropriate reports, statistics, and monitor logistics that will aid in serving the claimants and achieve both Contact Centre key performance indicators.

· Be an early warning system by focusing attention on customer complaints, and reporting data.

· Ensure accurate reporting of contact center staff’s billable hours via JourneyX, specifically ensuring accurate data entry of escalation, e-mail, & phone support.

Secondary Job Duties – as needed

· Assist in Data Entry/Claim Verification

· Assist call center with calls and emails

· Assist with claimant escalations, either via phone calls, emails, or other written correspondence

Preferred Requirements

› Associate’s degree (A. A.) or equivalent from a two-year college or technical school; or two to three years of supervisory experience; or equivalent combination of education and experience.

› Ability to comprehend court approved, complex documents, technical procedures, and government regulations.

› Working knowledge of class actions, settlement agreements and claims processing.

› Ability to write reports, business correspondence, and procedural manuals.

› Ability to effectively present information and respond to queries from managers, team members, clients, customers, or the public.

› Strong process orientation.

› Ability to work independently, yet be a team player.

› Ability to interact with professionalism and maturity.

› Advanced Microsoft Excel

REWARDS AS UNIQUE AS YOU

• Life & Disability insurance
• A choice medical insurance plans designed to meet your needs
• Flexible spending and health savings accounts
• Paid time off
• Dental & Vision insurance
• Matching 401(k)

DIVERSITY IS A STRENGTH

Across our team, we see diversity as a source of strength. The more perspectives we have, the better equipped we’ll be to meet the demands of our diverse customer base. We want every person who joins out team, every customer and every supplier to feel welcome. We are an Equal Opportunity Employer and believe in equality for everyone, regardless of age, national or ethnic origin, sex, gender identity or expression, race, color, religion, disability, sexual orientation, protected veteran status or other characteristics protected be applicable law. That applies throughout our company, around the world with no exceptions, regardless of differences. We will hire, develop, reward, promote and retain people purely on the basis of their talents, commitment, potential and the results they achieve. We will work hard to make sure everyone is included within our organization, removing barriers and obstacles to give everyone an equal opportunity to succeed.

KCC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.