Remote Contact Center Team Lead
Company: CDR Maguire Inc.
Posted on: January 15, 2022
Job Title: Remote Contact Center Team Lead
Responsible for: Assist Supervisor in monitoring Contact Center
daily Operations and employee's performance.
Accountable for: Assist Supervisor with performance of team
members, coaching employees and supporting Contact Center
Job Type: Full-time ___X__ Part-time _____ Number of hours:
_____Regular _____ Temporary _X____
Team leader motivates the team to use their "knowledge" and
"skills" to achieve Contact Center Key Performance Indicators.
Provide excellent customer service.
Guide callers on how to navigate CDR Maguire Portal or
Adhere to work shift schedule.
Protect Patients Health Information (PHI).
Follow Standard Operational Procedures to include scripting.
Adaptability and flexibility.
Excellent verbal and written skills.
Great listening skills.
Ability to multi-task in a fast-paced high call volume
Proficient in computer applications and data entry skills.
Be available to help Remote Contact Center Agents with any
Stay informed with constant changes, be responsible in
communicating to all team members.
Monitor In Contact dashboard and solve issues early for a smooth
Review daily agents phone stats to ensure goals are being met.
Cover Supervisor's workload when unavailable.
Monitor email in-box to ensure a 4-hour turnaround time or
OTHER PRINCIPAL DUTIES:
Other duties that may arise from time-to-time and/or are
commensurate with the title and position.
EDUCATION, EXPERIENCE AND SPECIAL SKILLS REQUIRED:
High School Diploma or GED
Customer Service experience preferred
Bilingual preferred (English, Spanish, or Creole)
Excellent computer skills using tools such as Microsoft Outlook
Strong attention to detail
Ability to work independently in a remote setting
Keywords: CDR Maguire Inc., Austin , Remote Contact Center Team Lead, Other , Austin, Texas
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