Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Position Overview:
Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handle complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and and client concerns.
Primary Responsibilities:
- Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives.
- Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.
- Act as a liaison for both internal and external groups for program initiatives. Help create, launch and drive critical account initiatives and programs.
- Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer Development.
- Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions.
- Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
- Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
- Liaisons with Top Management and the Client regarding the program’s performance. Analyzes the necessary information (i.e. top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance.
- Liaisons with Operations Leadership and Client
- Facilitate on-boarding of new team members including Operations Orientation.
- Any other duties assigned by Sr Leadership
Education and experience:
- High school diploma or equivalent.
- 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.
- Working knowledge of call center operations and organization required.
- Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, NICE, VERINT, etc.).
Preferred Experience
- Experience with Medicaid, Medicare, and NEMT (Non-Emergency Medical Transportation) guidelines.
- Knowledge of health insurance programs and benefits.
- Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred.
Skills
- Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills; Adaptive to changing work schedules and working hours.
- Supervisory and people-management skills.
- Project management skills.
- Active listening skills.
- Operates with minimal supervision.
- Customer orientation.
- Time Management and Multitasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
- Presentation Skills.