05/30/2013
Hey Mesa job seekers!
I am looking for a perfect blend of Supervisor & Trainer!!
Our client is seeking a dynamic Call Center Supervisor/Trainer for a new Coach role, preferably with healthcare / Medicare experience in the Phoenix, AZ area (off Ray Road).
Essential Responsibilities:
Independently examines and analyzes the team’s performance against measured service operation goals; demonstrates ownership for overall team results; recommends and leads the implementation of plan(s) of action to improve the team’s service level.
Serves as subject matter expert. Interfaces directly with customers, trains new employees, and resolves customer concerns within a team to meet or exceed customer service requirements. Responsible for all aspects of service.
Drives the team to identify and implement process improvements; encourages ownership of and group participation in the improvement initiatives.
Identifies training needs within the team; creates a training plan; coordinates and monitors cross-training effort within the team to ensure members are knowledgeable in all technical areas.
Trains employees on the team on products, policies and procedures. Orients new employees.
Prepares for and/or conducts customer presentations; manages customer expectations. Leads team meetings; assists team members in improving their facilitation skills.
Manages staff development and work standards; provides structured coaching and counseling.
Researches customer information in response to difficult inquiries including, but not limited to, authorization payments, denials, coordination of benefits, and eligibility; interfaces with customers by telephone, correspondence and/or in person to resolve concerns.
As required, becomes directly involved with ex*****on of team processes and functions.
Performs other duties as required.
Compensation:
32-34k Salary
Bonus opportunity of 10%
Health Insurance
Please email me your resume directly at [email protected].
Please put COACH in the subject and introduce yourself!
Thank you!
~Jessica
