Call Center Team Lead - Remote Oklahoma

Profile

Description

The Call Center Team Lead (Inbound Contacts Representative 4) represents the company by addressing incoming telephone, digital, or written inquiries. The Call Center Team Lead (Inbound Contacts Representative 4) assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment.

Responsibilities

The Call Center Team Lead (Inbound Contacts Representative 4) will be responsible for addressing escalated customer needs which may include complex benefit questions, resolving issues, and educating members for Medicaid.


Subject Matter Expert (SME) on Medicaid processes, policies, programs and benefits.
Record details of inquiries, comments or complaints, transactions or interactions and takes appropriate action.
Escalate unresolved and pending customer inquiries and/or concerns.
Handles and resolves escalated complaint calls.
Make decisions regarding daily priorities including coordinating work activities and monitoring progress towards schedules/goals.
Point of contact for the primary administrative owner of a main process, program, product or technology.
Oversee contact center agents and provide coaching and ensures compliance on performance metrics and processes.
Works within broad guidelines with little oversight.


Required Qualifications


2 years of customer service experience.
Previous experience leading a team or project.
Demonstrated capability with coaching and developing associates formally and informally.
Proficiency in Microsoft Office applications, including: Outlook, Word and Excel.
Must have a separate room with a locked door that can be used as a home office to ensure you have absolute and continuous privacy while you work.
Must provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.
Must be passionate about contributing to an organization focused on continuously improving consumer experiences.


Preferred Qualifications


Associates or Bachelor's Degree.
Proficiency in CRM and CGX.
Multilingual a plus.


Additional Information


Typical Work Days/Hours : Monday - Friday; 8:00am - 5:00pm CST.


Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Montage/Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Company info

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