Lead, Call Center (Remote)

tango is a leader in the home health management industry and is preparing for significant growth! Our mission is to deliver innovative, home-based, post-acute solutions through proprietary technology and proven processes. We partner with health plans to provide a comprehensive suite of products and services designed to manage the total cost of care.

We are currently looking for a Lead to join our growing Call Center team! 

The Lead acts as the subject matter expert for referral management employees within the call center team while maintaining first call resolution for all inbound/outbound calls received and made. The Lead acts as a liaison between the Supervisor and employees of the team. The Lead maintains and ensures compliance of the team with applicable laws and regulations and the policies of tango.

Essential Functions

• As the main point of contact for a team of call center agents, answer questions raised by the team to ensure proper processing of inbound and outbound calls in accordance with policies and desktop procedures.
• Support employee quality and productivity training, as identified on audits or productivity reporting.
• In conjunction with the Training team, train, and mentor new call center agents within the team to ensure phone metrics can be met without loss of efficiency.
• Report promptly to team Supervisor when delays are identified.
• Coordinate with the Supervisor and the Training team to assist with creation and updates to desktop procedures.
• Run team reports as requested.
• Notify the supervisor of any retraining opportunities with the team.
• May be assigned to fill in for Supervisor when required, to ensure appropriate scheduling of team members for day-to-day production coverage.
• Manage phone queues and employees in production.
• All duties as outlined within the (Employee) Job Description, including answering calls to support attaining service levels.
• And other duties as assigned.

Office Location

• 2415 Camelback Road, Suite 700, Phoenix, ASZ 85016

**Remote** 

Qualifications

• Must be at least 18 years of age.
• High School Diploma or GED
• Has basic computer knowledge and experience including Microsoft Word, Excel & typing skills.
• 3-4 years of experience within a Call Center/inbound phone calls processing team.
• Maintain composure in high pressure situations.
• Is customer service oriented with excellent oral and written communication skills.
• Is self-directed, flexible, cooperative, and exhibits the ability to work with minimal supervision.
• Is detail oriented and displays good organizational skills.
• Must have reliable internet or be able to work at the office in Phoenix.
• Ability to convey a positive and professional image to our team members
• Capable of following an issue through to its conclusion
• Must be able to work at a fast pace managing large amounts of responsibilities while maintaining attention to details.
• Is customer service oriented with excellent oral and written communication skills.
• Must be able to sit at desk in front of computer for long periods of time.
• Strong knowledge of healthcare regulations such as HIPAA, FDA, or other applicable standards.

Proven Personal Attributes

• Ability to multitask in a fast-paced work environment.
• Ability to remain calm under pressure and manage stressful situations.
• Provide excellent and professional customer service skills with a positive, patient, and friendly attitude.
• Ability to maintain a high level of confidentiality and remain HIPAA compliant.
• Ability to establish highly productive and detailed organizational skills/habits.
• Ability to motivate others and project a positive attitude.
• Ability to actively listen and problem solve with cooperation, assertiveness, and flexibility for positive outcomes.
• Possess strong, professional written and oral communication skills for in-person, telephonic, and electronic use.

tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.