Overview: The Contact Center Lead is responsible for assisting with the day-to-day operations of the contact center. The Contact Center Lead will assist supervisors with daily operations including assistance to agents as needed, monitoring Contact Center Production, and conducting side by side training.

Duties and Responsibilities:

• Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals;
• Motivate and inspire the team to exceed operational goals;

• Work with new hire staff during their "nesting" period to answer questions, mentor, and provide feedback on their performance;
• Look for development and continuous improvement opportunities for the team;
• Assist the Dialer Manager as needed;
• Communicate the Company's purpose, core values, and vision to front line colleagues;
• Actively participate in team meetings and provide trainings as needed;

• Produce reports reflecting individual and overall results;
• Analyze trend data from reports;
• Provide feedback to the Supervisor Team regarding any trends that warrant further trainings, IT support, etc.;
• Utilize strong written and verbal communication;
• Influence and support identified training needs;

• Facilitate trainings on identified operational improvement needs;
• Support remediation activity;
• Maintain compliance with ComplexCare Solution's policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solution's Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solution's for the purpose of achieving operational and financial success of the Company;

• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function; and
• We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.

Job Requirements:

• Minimumor 3 yearscustomer service experience preferred;
• Excellent customer service skills and sales skills;

• Experience in a supervisory role in a call center or the service industry preferred;
• Excellent communication skills both written and verbal, especially when documenting instructions;
• Must be self-motivated and independent;
• Possess problem solving & decision-making skills;
• Ability to handle multiple tasks at a time;

• Ability to use PC and have working knowledge of Word, Excel and Outlook; and
• Must be effective and efficient working in a team environment.

Education:

• High School Diploma or GED Certificate is required; and
• Bachelor's degree preferred.

Physical Demands and Work Environment:

• Sedentary work (i.e. sitting for long periods of time);

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
• Frequently or constantly lift, carry push, pull or otherwise move objects and repetitive motions;
• Subject to inside environmental conditions; and
• Travel for this position will include less than 5% locally usually for training purposes.