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Remote Call Center Lead Agent

Company: Grace Federal Solutions,LLC
Location: Nashville
Posted on: January 16, 2022

Job Description:

Call Center Lead Responsibilities:

  • Assist supervisor in overseeing the day-to-day responsibilities of the call center personnel and maintaining high levels of Customer Service
  • Experience with monitoring staff production and performance to meet metrics and goals.
  • Provide ongoing coaching and feedback to staff for improve quality assurance.
  • Identify and coordinate staff training needs to ensure uniform professional and accurate responses.
  • Plans and organizes the daily operation of the vendors call center staff, including scheduling of staff and reviewing attendance.
  • Analyzes trends to identify process improvement opportunities, including development of educational material for staff.

    • 3 years of healthcare call center experience with at least 1 year of Team Management experience.
    • Advanced level knowledge of Microsoft Office Software.
    • Experience preferred but not required using standard call Center systems.
    • Experience providing executive level reporting and metrics for inbound and outbound calls, emails, and tickets.
    • Demonstrates analytical, critical thinking and problem-solving skills.
    • Able to handle multiple tasks and shifting priorities in a challenging environment.
    • Willing to render extended work hours, as necessary.
    • Excellent communication and interpersonal skills.
    • Must be able to work remotely.

      Skill and Performance Competencies:
      • Efficient data entry/typing skills.
      • Attendance, punctuality, and dependability.
      • Critical thinking and sound judgment.
      • Ability to identify problems, troubleshoot and problem solve.
      • Quality focus.
      • Ability to conduct thorough analysis.
      • Self-motivated and desire/ability to learn new topics quickly.
      • Works well independently and in a team setting in fast-paced environment under time constraints.
      • Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.
      • Good verbal, listening and written communications abilities.
      • Positive and confident telephone skills.
      • Basic computer skills, including MS Office software (i.e., Word, Excel, etc.) and internet.

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Keywords: Grace Federal Solutions,LLC, Nashville , Remote Call Center Lead Agent, Sales , Nashville, Tennessee

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