A VXI Contact Center Team Lead (Supervisor) is responsible for the day-to-day operations of a team of Associates on our healthcare account. This position has a direct and immediate impact on the overall efficiency and profitability of the company.
Your Day to Day:
- Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, Excellence, Agility and Inventiveness by regularly applying guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.
- Meeting or exceeding KPI's.
- Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating and enforcing system policies, procedures, and productivity standards.
- Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
- Avoid legal challenges by maintaining compliance with client service agreements and legal requirements.
- Monitors performance of staff members according to established standards.
- May participate in hiring decisions and conduct performance appraisals.
- Other tasks and duties as assigned by the leadership team.
Knowledge, Skills, and Abilities
- Able to coach and motivate in accordance with the company's Performance Culture.
- Detail-oriented.
- Familiar with contact center tools, systems, and methodologies.
- Strong MS Office skills including Word, Excel, and PowerPoint.
- Adaptable to swift program changes, developing the skills in proactive critical thinking and problem-solving.
- Meet or exceed KPI’s and other company/client goals
- Flexible with scheduling (Morning, nights, and weekends) to accommodate client Hours of Operations
- Ability to identify RCA, coach and motivate team
- Experience in planning, multi-tasking, and managing time effectively
- Ability to be seated for 2 - 4 hours at any one time, with or without accommodation.
- Ability to speak clearly and annunciate the designated spoken language(s) on a phone call and to others within the Supervisor and Manager levels.
- Ability to hear, with or without accommodation, and listen for understanding with others in the designated spoken language(s), with or without accommodation.
- Ability to follow directions and logical process flows, with or without accommodation
The Education/Experience Required:
- High School Diploma/GED; Associates degree preferred.
- Minimum of 2 years previous related experience in fast paced contact center leadership role for the healthcare industry
- Exceptional Attendance Records with Previous Employers
- Must be able to pass a background check and drug screen upon offer
Job Type: Full-time
This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.
Job Type: Full-time
Pay: $40,000.00 per year
Application Question(s):
- How many years of call center leadership experience do you have working on healthcare accounts?
- How many years of Healthcare Customer Service leadership experience do you have?
Experience:
- Call Center Leadership: 2 years (Required)
- Microsoft Office: 2 years (Required)
- Coaching and Development: 2 years (Required)
- Call Center Industry: 3 years (Required)
Work Location: Remote