What are important things that YOU need to know about this role?
· You will have autonomy and control to run full force with your team and make the role your own along with working on various project teams as well.
· Work Location: Hybrid (few days in the Menomonee Falls, WI office and a few days working from home)
What will YOU be doing for us? Manage a team of call center agents, providing leadership, guidance and regular feedback to ensure customers receive the highest level of service while achieving and maintaining department guidelines and service level requirements.
What will YOU be working on every day?
o Work in conjunction with Human Resources to evaluate viable candidates under consideration for hire by identifying necessary skills and core competencies for various roles, developing relevant interview questions to assess candidate knowledge, skill, and position fit with future growth and business objectives, and utilizing appropriate selection techniques.
o Initiate and communicate a variety of personnel actions including employment, termination, performance reviews, salary reviews, disciplinary actions, and development plans. Identifies, recommends & supports the implementation of actions for the improvement of call center processes.
- Focuses on continuous improvement of the team, identifies the need for ongoing training, and makes decisions on what the training needs are within the team/department.
o Creates a positive work environment that motivates and engages employees to work effectively as a team toward continuous quality improvement, accountability, integrity and respect.
o Coach and develop employees to provide superior customer service, achieve quality standards and meet performance expectations.
o Demonstrate the highest standard of quality service, commitment and courtesy in dealing with customers.
- Evaluate employee and team performance, collaborate with the leadership team to develop, maintain and facilitate refresher trainings to ensure the staff is appropriately trained to successfully perform their roles.
o Managing the selection, development, involvement, recognition and retention of employees who contribute to the growth and success of our business.
o Handle escalated customer calls in a timely manner to ensure customer satisfaction.
o Assist in resolving complex or escalated complaints and issues for clients, providers, and internal staff.
o Oversee agent timecards and PTO requests to ensure timely and accurate reporting of hours worked.
o Monitor call queues to ensure service level goals are consistently met.
o Create, maintain, and monitor individual/team call statistics to ensure compliance with department guidelines and standards.
o Participate in call monitoring and attend calibration sessions to ensure consistent call quality practices and expectations are being met.
o Proactively communicate updates and changes to plan information and reference materials in a timely manner.
What qualifications do YOU need to have to be GOOD candidate?
· High school diploma or equivalent.
· 2-3 years of leadership experience in a call center setting.
o Excellent verbal and written communication skills.
o Excellent time management skills with the ability to multi-task.
o Ability to organize work appropriately to meet deadlines.
o Ability to utilize resources to solve problems independently.
o Demonstrated ability to make appropriate decisions when faced with conflicting deadlines or needs.
o Demonstrated use of Microsoft Office products (Word, Excel, and PowerPoint).
o Excellent customer service skills including active listening and the ability to diffuse difficult situations and ability to clearly communicate complex information.
o Intermediate knowledge of Microsoft Word, Excel, and email.
- Professional demeanor, dependable and able to maintain confidential information.
o Strong data entry/typing and navigation skills.
o Ability to maintain objectivity in difficult situations.
What qualifications do YOU need to have to be a GREAT candidate?
o Associates degree or Bachelor’s degree.
o Experience with training new staff members.
o Experience in a managed care organization.
o Prior supervisory experience.
o Experience with dental or medical administration.
Job Summary
