Call Center Rep Lead

Ensures that Call Center Representatives are responding appropriately and in a timely manner to all communication methods including faxed referrals, group voice mail messages, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail; ensures all of these transactions are documented in Call Center software; ensures that Call Center Representatives complete their assigned daily tasks. Serve as additional back-up to perform all daily tasks of Call Center Reps.

Responsibilities

Ensure Call Center Representatives respond appropriately and in a timely manner to all communication methods (faxed referrals, group voice mail, individual voice mail, individual and group e-mail, Internet request for callbacks, and returned mail); Ensure all transactions are documented in Call Center software; Ensure Call Center Representatives complete assigned daily tasks; Serve as additional back-up to perform all daily tasks of Call Center Reps; Ensure Call Center Representatives performed outbound class reminder calls unless calls are made by Voice Blast reminder system; Assist Supervisor in ensuring Call Center Representatives follow hospital and department policies, procedures and protocols; Serve as resource person and contact person for Clinic Managers, Clinic Schedulers and Jayhawk Clinics in the absence of Supervisor; Adjust Call Center Representatives duties and ensure adequate phone coverage in absence of Supervisor; Assist with irate callers in absence of Supervisor; Participate in training and monitoring progress of new call center representatives; Maintain/update schedules, reports, databases, and logs; Assist with call center operations and appointment scheduling; Manage call queue(s), monitor breaks/lunches, and act as go-to person for escalated calls; Mentor new hires through mentoring program

Requirements

High School Graduate or GED; 4 or more years of experience as a Call Center or Customer Service Representative in a fast-paced environment with leadership abilities; Exceptional verbal and written communication skills; Exceptional computer software skills; Ability to work with a wide variety of software needs; Ability to interact and communicate with a diverse population using sensitivity, tact and discretion; Ability to coordinate activities or tasks for diverse teams; Ability to foster a positive and productive work environment, with ability to lead, build teams and motivate staff; Ability to handle multiple projects and prioritize requests; Ability to plan and make a decision by using logic to identify key facts, explore alternatives and propose quality solutions; Must be able to perform the professional, clinical and technical competencies of the assigned unit or department

Nice to have

Associates Degree in communications, business or health care administration