Remote Call Center Lead Agent
Company: Grace Federal Solutions,LLC
Posted on: January 16, 2022
Call Center Lead Responsibilities:
- Assist supervisor in overseeing the day-to-day responsibilities
of the call center personnel and maintaining high levels of
- Experience with monitoring staff production and performance to
meet metrics and goals.
- Provide ongoing coaching and feedback to staff for improve
- 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
- 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
- Experience providing executive level reporting and metrics for
inbound and outbound calls, emails, and tickets.
- Demonstrates analytical, critical thinking and problem-solving
- Able to handle multiple tasks and shifting priorities in a
- 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
- Quality focus.
- Ability to conduct thorough analysis.
- Self-motivated and desire/ability to learn new topics
- 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
- Good verbal, listening and written communications
- 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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