Call Center Team Lead

Aerotek is actively seeking a Team Lead for an insurance company in Phoenix, Arizona!

Team Lead Essential Job Functions

• Effective communicating with CSRs, health plan members, and representatives of health care providers or other health plan organizations regarding details of health plan benefits, individual provider or member issues, and company policies and procedures
• Understanding of company's call center telephone and workforce management applications, monitoring of ongoing call volume and performance in each client-related queue, and ability to recommend any needed performance improvement adjustments
• Auditing of call management performance for each CSR team member and effectively coaching them in further refining their call management skills, use of systems applications and reference tools, and adherence to policies and procedures
• Ability to quickly and effectively adapt to and support changes in contractual performance requirements, company policies and procedures, and to introduce and track implementation by their CSR team members.
• Working collaboratively with the Quality Coaches to monitor CSR call quality and provide coaching, as indicated, for each team member
• Other duties as assigned

Team Lead Requirements

• High school diploma or GED high school equivalency certificate required
• At least three years relevant lead call center customer service experience required; call center leadership experience preferred
• Proficient windows-based computer skills and skill in navigation and use of Microsoft Office applications
• Ability to type/keypunch at least 30 WPM
• Highly effective verbal and written skills required
• Strict adherence to HIPAA-related and company information confidentiality standards.

Qualified call center Team Leads' please apply to Jessica Parsons below!

À propos de Aerotek SRI: Aerotek SRI est une filiale d'Aerotek® Inc., un important fournisseur de recrutement et dotation technique, professionnel et industriel. Aerotek possède un réseau international de plus de 200 bureaux non franchisés et 2 000 recruteurs pour repérer, présélectionner et choisir les meilleurs talents. About Aerotek ULC: Aerotek ULC is a subsidiary of Aerotek® Inc., a leading provider of technical, professional and industrial recruiting and staffing services. Aerotek operates an international network of more than 200 non-franchised offices and 2,000 recruiters to identify, screen and select top talent. Aerotek is acting as an Employment Agency in relation to this vacancy.