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Lead Call Center Operations

Company: Cenpatico
Location: El Paso
Posted on: July 13, 2019

Job Description:

Lead Call Center Operations USA-Texas-El Paso Position Purpose: Monitor real time call flow; provide guidance and direction to call center personnel to ensure call metrics and standards are met or exceeded according to operational policies and procedures. * Coordinate and manage workflow processes during assigned call center shifts and escalate issues requiring real-time actions to designated supervisor. * Analyze and advise supervisor of personnel and workflow issues and recommend suggestions or solutions. * Develop and implement standardized processes in collaboration with supervisors that address callers needs and enhance positive outcomes in the areas of customer service, quality standards, and contractual requirements. * Assist in post training activities, act as a resource for staff questions and provide assessments of staff progress and competence to trainers. * Perform concurrent quality audits and provide feedback and coaching on strategies to achieve improved performance. Education/Experience: Associate's degree in related field or equivalent experience. Bachelor's degree preferred. 4+ years of customer service or healthcare related experience. Experience with multiple system applications including call center and/or health care databases. Experience in healthcare setting and knowledge of medical terminology preferred. Call center and lead/supervisory experience preferred. For San Antonio, TX only Bilingual in Spanish required. Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. Customer Service Full-time

Keywords: Cenpatico, El Paso , Lead Call Center Operations, Other , El Paso, Texas

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