Team Lead – Call Center Jobs

Post-secondary education courses or certification in business, computers, (Word, Excel, etc.) and office management; preferred

Demonstrates a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills, including age/education appropriate communications

Am I Able to Work from Home?

Certificate in medical terminology; highly preferred

Must pass annual competency exams as required

Identifies the patient within the Eskenazi Health network

1+ of Previous management/leadership experience preferred

Actively manage phone agents productivity and adherence by using real time dashboard monitoring and provide coaching and support to agents.

Report to Manager any system outages, personnel issues or areas of concern in a timely manner.

High School Diploma required, advance certification a plus

Familiar with software such as Word, Excel, Web Browsers and Browser based web applications. Salesforce knowledge preferred

Accessibility to secure, quiet work space with high-speed internet to work remotely

Responsible for interviewing, hiring, HR administrative requirements, performance management process (PMP) etc.

3 years of management experience in a customer contact center or customer servicing industry

Experienced in leading relationship growth training.

Manage and communicate the implementation of all Corporate and Departmental policies, procedures, standards and guidelines.

Manage a minimum of 15-18 Contact Center Agents across all lines of business, including temp staffing for medium to large projects.

Support self-audits and other corporate audits to ensure compliance with regulatory requirements.

1+ year(s) of experience in retail healthcare, preferably in a high volume call center

Microsoft Office knowledge, including Word, Excel, Access, and PowerPoint

Verifiable High School diploma, GED or equivalent work experience is required

Assist with designing and updating procedures for tasks and transactions.

Responsible for responding to supervisor escalations from internal contacts and field leadership.

Assist with coaching, developing ad motivating team members; facilitate team meetings and training sessions.

Location- Remote (CST working hours)

• Responsible for installation, configuration and upgrade (patching) of Teamcenter server and client components.

• Also responsible for Data Model (BMIDE) updates and CAD Integrations.

Communicate with upper management regarding unit issues.

Two (2) years of administrative and/or customer service experience or an equivalent combination of education and experience is required.

Assist managers with escalated calls & inquiries

Work closely with managers and business analysts to identify opportunities for change to support continuous improvement.

Manage staffing schedules to ensure appropriate department coverage.

Assist members with day-to-day benefits and provider-related questions and/or issues

Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.

Educational requirements include a High School Diploma or equivalent.

Knowledge and experience using current computer technology, including experience with Excel and Word.

Improve workflows by using critical thinking skills to track activity and identify areas for improvement.

Minimum 3-year Call Center experience required.

Minimum 2-year supervisory experience is required, preferably in health plan operations.