Call Center Lead

<p>At LogistiCare, you have the ability to define your own career journey and enjoy the ride along the way and make possibilities real. Your growth is our objective. Whatever your passion, you&rsquo;ll have the opportunity to find the career you&rsquo;re looking for, learn and grow in your role, and make a difference in the lives of others. And you&rsquo;ll do it alongside colleagues you can count on, in a vibrant work environment, with leadership that puts you first.</p> <p>Sound like a good career fit?</p>

Charleston, WV

LogistiCare

<strong><a href="http://www.logisticare.com/" target="_blank" rel="noopener noreferrer">Who We Are: Transportation &amp; Integrated Health Services</a><br /></strong>Nation&rsquo;s largest manager of non-emergency medical transportation, provides 69+ million rides annually in 39 states and D.C. Supports integrated health care programs, improving care coordination for members and their corresponding providers and hospital networks.<br /><br /><strong>CAREER FAIR</strong><br />Thursday, April 19th, 2018 | 8:30AM - 3PM<br />WALK-INS ARE WELCOME!&nbsp;<br /><br /><strong>NOW HIRING CUSTOMER SERVICE REPS!!</strong> <br />CSR Days │ CSR Nights/Weekends │CSR Bilingual&nbsp; Full-Time and Part-Time<br /><br /><strong>BRING YOUR RESUME to: </strong>2602 S 47th Street, Suite 101, Phoenix, AZ http://www.logisticare.com/

keywords: environment,leadership,relationships,management,quality assurance,maintain,communication,experience,education,professional,knowledge

Full-Time

Overview: <p>Work Location: 600 Virginia St W, 6th Floor, Charleston, WV 25302</p> 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.<br /><br /><strong>WORK ENVIRONMENT</strong><br /> <ul> <li>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.</li> <li>Entire work time is conducted in an office environment in a controlled atmosphere building.</li> <li>The noise level in the work environment is usually moderate.</li> </ul>
Responsibilities: <strong>ESSENTIAL FUNCTIONS</strong><br /> <ul> <li>Answers employee questions and takes escalated calls</li> <li>Coaches agents on quality and key scorecard performance</li> <li>Supports phone and queue work as needed</li> <li>Initiates IT service requests as needed</li> <li>Assists/takes escalations and complaints</li> <li>Leads and manages by observations and coaches in the moment</li> <li>Monitors client and team resource performance</li> <li>Provides contact center management with staff performance feedback</li> <li>May takes calls for 20% of their weekly shift to maintain an accurate understanding of position requirements</li> </ul> <strong>WORKING CONDITIONS</strong><br /><strong>Physical Demands</strong><br />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.<br /> <ul> <li>Physical Requirements</li> <li>Able to sit at and work on a computer for periods of time</li> <li>Able to use the phone for periods of time&nbsp;</li> <li>Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves</li> <li>Required to be at the work location to perform job functions</li> <li>Ability to speak, hear and see for the assigned work day&nbsp;</li> <li>Repetitive key stroke/data entry for the assigned work day</li> <li>Ability to ambulate as needed for the assigned work day</li> <li>Ability to meet the requirements of the Customer Service Representative job description</li> </ul>
Requirements: <strong>POSITION QUALIFICATIONS</strong><br />Competency Statement(s)<br /> <ul> <li>Accurate - Ability to perform work accurately and thoroughly</li> <li>Communication, Oral - Ability to communicate effectively with others using the spoken word</li> <li>Communication, Written - Ability to communicate in writing clearly and concisely</li> <li>Customer Oriented - Ability to take care of the customers' needs while following company procedures</li> <li>Interpersonal - Ability to get along well with a variety of personalities and individuals</li> <li>Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems</li> <li>Relationship Building - Ability to effectively build relationships with customers and co-workers</li> <li>Working Under Pressure - Ability to complete assigned tasks under stressful situations</li> <li>Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous</li> <li>Reliability - The trait of being dependable and trustworthy</li> </ul> <p><strong>REQUIREMENTS</strong></p> <strong>Education</strong><br /> <ul> <li>High School Graduate or General Education Degree (GED)</li> </ul> <strong>Experience</strong><br /> <ul> <li>2 to 5 years contact center customer service experience is strongly preferred</li> <li>1+ year(s) experience in a lead position strongly preferred</li> </ul> <strong>Skills</strong><br /> <ul> <li>Excellent customer service and people skills and must be able to work independently or with a team</li> <li>Ability to quickly learn new technology and processes</li> <li>Must be able to understand and follow complex instructions</li> <li>Read, write and understand English fluently</li> <li>Ability to accurately type 35wpm</li> </ul>