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Remote Contact Center Team Lead

Company: CDR Maguire Inc.
Location: Las Vegas
Posted on: January 15, 2022

Job Description:

Job Title: Remote Contact Center Team Lead

Responsible for: Assist Supervisor in monitoring Contact Center daily Operations and employee's performance.

Accountable for: Assist Supervisor with performance of team members, coaching employees and supporting Contact Center metrics.

Job Type: Full-time ___X__ Part-time _____ Number of hours: _____Regular _____ Temporary _X____

JOB SUMMARY:

Team leader motivates the team to use their "knowledge" and "skills" to achieve Contact Center Key Performance Indicators.

ESSENTIAL FUNCTIONS:
Provide excellent customer service.
Guide callers on how to navigate CDR Maguire Portal or troubleshooting.
Adhere to work shift schedule.
Protect Patients Health Information (PHI).
Follow Standard Operational Procedures to include scripting.
Adaptability and flexibility.
Excellent verbal and written skills.
Great listening skills.
Ability to multi-task in a fast-paced high call volume environment.
Proficient in computer applications and data entry skills.
Be available to help Remote Contact Center Agents with any concerns.
Stay informed with constant changes, be responsible in communicating to all team members.
Monitor In Contact dashboard and solve issues early for a smooth workflow
Review daily agents phone stats to ensure goals are being met.
Cover Supervisor's workload when unavailable.
Monitor email in-box to ensure a 4-hour turnaround time or less.

OTHER PRINCIPAL DUTIES:
Other duties that may arise from time-to-time and/or are commensurate with the title and position.

EDUCATION, EXPERIENCE AND SPECIAL SKILLS REQUIRED:
High School Diploma or GED
Customer Service experience preferred
Bilingual preferred (English, Spanish, or Creole)
Excellent computer skills using tools such as Microsoft Outlook preferred
Strong attention to detail
Ability to work independently in a remote setting

Keywords: CDR Maguire Inc., Las Vegas , Remote Contact Center Team Lead, Other , Las Vegas, Nevada

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