Contact Center Lead

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 Solutions policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions 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 Solutions 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.
• 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:

• Minimum or 3 years customer 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.
• Must be effective and efficient working in a team environment.
  
  

Education:

• High School Diploma or GED Certificate is required.
• 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.
• Travel for this position will include less than 5% locally usually for training purposes.
  
  

ComplexCare Solutions Offers a Competitive Salary and Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At ComplexCare Solutions, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Base Compensation Range

$20.47—$24 USD

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.

By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.

To review the legal requirements, including all labor law posters, please visit this link