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Contact Center Lead

Company: LogistiCare
Location: Southfield
Posted on: March 19, 2019

Job Description:

The Contact Center Lead ensures that all team members have adequate resources, are proficient in their daily tasks and provides assistance with escalated situations. Serving staff by staying visible and walking the floor answering questions. ESSENTIAL FUNCTIONS Answers employee questions and takes escalated calls Coaches agents on quality and key scorecard performance Supports phone and queue work as needed Initiates IT service requests as needed Assists/takes escalations and complaints Leads and manages by observations and coaches in the moment Monitors client and team resource performance Provides contact center management with staff performance feedback May takes calls for 20% of their weekly shift to maintain an accurate understanding of position requirements POSITION QUALIFICATIONS Competency Statement(s) Accurate - Ability to perform work accurately and thoroughly Communication, Oral - Ability to communicate effectively with others using the spoken word Communication, Written - Ability to communicate in writing clearly and concisely Customer Oriented - Ability to take care of the customers' needs while following company procedures Interpersonal - Ability to get along well with a variety of personalities and individuals Problem Solving - Ability to find a solution for or to deal proactively with work-related problems Relationship Building - Ability to effectively build relationships with customers and co-workers Working Under Pressure - Ability to complete assigned tasks under stressful situations Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous Reliability - The trait of being dependable and trustworthy REQUIREMENTS Education High School Graduate or General Education Degree (GED) Experience 2 to 5 years contact center customer service experience is strongly preferred 1+ year(s) experience in a lead position strongly preferred Skills Excellent customer service and people skills and must be able to work independently or with a team Ability to quickly learn new technology and processes Must be able to understand and follow complex instructions Read, write and understand English fluently Ability to accurately type 35wpm WORKING CONDITIONS Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements -Able to sit at and work on a computer for periods of time -Able to use the phone for periods of time -Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves -Required to be at the work location to perform job functions -Ability to speak, hear and see for the assigned work day -Repetitive key stroke/data entry for the assigned work day -Ability to ambulate as needed for the assigned work day -Ability to meet the requirements of the Customer Service Representative job description WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Southfield , Contact Center Lead, Other , Southfield, Michigan

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