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Contact Center Lead

Company: LogistiCare
Location: Charleston
Posted on: November 20, 2020

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 * Will takes calls during weekly shift to maintain an accurate understanding of position requirements * Live monitoring queues and skills while communicating needed changes to National Command Center * Other duties assigned POSITION QUALIFICATIONS Education * High School Graduate or General Education Degree (GED) Skills & Experience * 2 to 5 years contact center customer service experience is strongly preferred 1+ year(s) experience in a lead position strongly preferred * 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 LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Charleston , Contact Center Lead, Other , Charleston, West Virginia

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