Overview:
Develop, implement, assess and improve day-to-day operations of inbound call centers in order to meet and exceed all aspects of client needs and requirements according to policies and procedures .

Responsibilities:

Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics
80% of your day will consist of coaching and educating agents on how to improve their performance
Create an environment focusing on fun, enthusiasm and accountability
Take initiative and show leadership by creating performance improvement plans
Administer coaching and disciplinary action when appropriate
Handle both internal and client led performance discussions
Perform other related duties and assignments as required and as assigned by supervisor or other management
Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Qualifications:

College degree preferred or equivalent work experience required
Must be Licensed to sell insurance in the healthcare industry
Minimum 2 years call center supervisory experience in high paced customer focused environment
Ability to work under pressure, plan, meet deadlines and be accountable for the performance of others
Solid organizational, administrative, leadership and time management skills
Ability to demonstrate personal ownership of tasks and follow through to obtain desired results
Must have a keen sense of attention to detail
Skilled in determining why and how tasks should be attempted and their effective completion
Proven experience in overcoming unexpected difficulties and using logical problem-solving skills
Typing speed of 25 wpm
Excellent written and verbal communication skills consistent with North American business standards
Must have availability to work various shifts influenced by current business needs
High school diploma or GED required
Excellent attendance history is required
Must pass mandatory background checks which may include pre-screening, illegal drug tests and credit checks

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