1019 Healthcare Call Center Team Lead

Location: Phoenix, AZ, United States
Date Posted: 10-12-2018
Job Duties & Responsibilities

• Supports the Contact Center’s daily operations
• Solves problems proactively and provides timely resolution to complex issues referred by Call Center Representatives
• Identifies the most appropriate course of action for problem resolution and effectively communicates the plans to those impacted
• Ensures team members have the necessary tools and information to perform their job
• Handles difficult callers; provides timely assistance and intervention with problem calls
• Addresses challenging customers and problems that require escalation outside the department
• Provides management support to frontline representatives
• Conducts and/or participates in new-hire interviews
• Conducts coaching sessions and participates in Call Center Representatives performance review to identify opportunities and recognize positive behaviors
• Monitors and documents representatives’ performance results
• Identifies team and individual training needs and work with the Call Center Educator to develop plans for immediate and long-term performance improvements
• Answers Member Services Representatives’ questions related to policies and procedures or use of desktop systems and tools

Renuka Krishnaswamy
Technical Recruiter

Desk: 408-800-4331 (PST);
Email: renuka@reqroute.com
Website: http://www.reqrouteinc.com/careers
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.  
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (www.reqroute.com)
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