What are the responsibilities and job description for the Contact Center Sr Lead Agent position at CNTCTR East Mil?

Job Description

Responsibilities

JOB DESCRIPTION

Job Title : Contact Center Senior Lead Agent

Reports to : Manager of Contact Center Operations

FLSA Status : Non-Exempt

This position does not meet the criteria for exemption from the provisions of the Fair Labor Standards Act; thus you will be eligible to receive overtime compensation, as appropriate. Overtime requires prior approval from your supervisor.

JOB SUMMARY

Responsible for supporting Contact Center Site Leader and overseeing a team of schedulers (or specialty team members) and their daily activities. Support the running of the day- to-day operations of the contact center and ensure we provide exceptional customer service to patients, doctors, and imaging center staff. Responsible for notifying the Contact Center Site Leader of any issues, as a result of call monitoring and QA errors. The Contact Center Senior Lead Agent will assist the Manager as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Leads team of Lead Agents and Schedulers including hosting team huddles and coaching.

Supports Contact Center Site Leader ensuring contact center meets performance goals including calls handled, calls abandoned, AHT, TTA, calls handled by agents, specialty team performance. Assist in providing performance critiques as requested.

Monitors dashboards and partners with WFM regarding staffing requirements (i.e., OT, VTO, intraday performance of the team, etc.)

Troubleshoots and escalates all phone and systems issues in a timely manner.

Supports time card processing and attendance tracking.

Ability to answer agent calls and assist them with any questions they may have.

Ability to interview potential new candidates.

Ability to oversee intra-day call handling making sure agents are available to answer calls as scheduled.

Ability to share information effectively and provide detailed feedback to manager.

Ability to answer incoming calls during staffing shortage or increased volume.

Ability to share information effectively and provide appropriate direction, consultation and recommendations to staff.

Must be timely and efficient to achieve accurate completion of projects / initiatives.

Must be timely and efficient to achieve accurate completion of specialty work.

Capable of working effectively both independently and with others.

Manage, motivate and support staff to succeed.

Must be able to type accurately with precise data entry skills.

Must demonstrate professionalism and the ability to multi-task and work under pressure effectively.

Must deliver excellent customer service both internally and externally.

Ability to pre-screen a patient problem before passing along to the manager.

Ability to pre-screen an employee problem before passing along to the manager.

Ability to maintain confidentiality of patient and scheduler information.

Excellent telecommunication, verbal communication and organizational skills.

RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex

including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran / military status, qualified disabled

veteran, marital / domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local

laws. RadNet does participate in E-I9 Verify.

Contact Center Senior Lead Agent – JOB DESCRIPTION / 2022

Contact Center Senior Lead Agent

Must provide information to manager and assist with performance evaluations.

PLEASE NOTE : This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

MINIMUM QUALIFICATIONS, EDUCATION, AND EXPERIENCE

Minimum of five years of Contact Center experience.

ECCC Lead Agent minimum of one year preferred.

Health care registration, physician billing and / or medical reception / medical office experience preferred.

Experience working with a computerized scheduling system preferred.

High school diploma or equivalent.

QUALITY STANDARDS

Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.

Follows all local, state and federal laws concerning employment to include but not limited to : I-9, Harassment, EEOC, Civil rights and ADA.

Follows OSHA regulations, RadNet and site protocols, policies and procedures.

Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

Practices universal safety precautions.

Promotes good public relations on the phone and in person.

Adapts and is willing to learn new tasks, methods, and systems.

Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.

Consistently adheres to the time management policies and procedures.

Completes job responsibilities in a quality and timely manner.

PHYSICAL DEMANDS

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Must be able to use a computer and other office machinery including copiers, scanners and computer software. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~20% of time), drive a vehicle, and utilize other forms of transportation.

WORKING ENVIRONMENT

Office setting and Remote

RadNet is an equal employment opportunity employer and treats all applicants and employees in a fair and non-discriminatory manner without regard to race, color, religion, sex

including pregnancy), gender, gender-identity, national origin, ancestry, genetic information, citizenship, age, mental or physical disability, veteran / military status, qualified disabled

veteran, marital / domestic partnership status, religious creed, medical condition, sexual orientation, political activity, or any other characteristic protected by federal, state or local

laws. RadNet does participate in E-I9 Verify.

Contact Center Senior Lead Agent – JOB DESCRIPTION / 2022

Contact Center Senior Lead Agent

ACCOMMODATIONS Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.

I have read and understand the responsibilities and requirements of the position.

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