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Escalations Team Lead in Bedford, TX at The Amynta Group

Date Posted: 1/29/2019

Job Snapshot

Job Description

Individual should have a firm grasp on all processes within their scope of the call center and have knowledge of a call center operation. Provides expertise to investigate and adjudicate claim characteristics that do not match policy provisions. Their responsibilities are between the call center representative and supervisor. Additional duties include assuming the responsibility of the supervisor and Lead 2 should the need arise.

Duties and Responsibilities

  • Mentor and coach across a team of 30 representatives
  • Maintain situational awareness of the activity in the Call Center
  • Prioritize and direct the activities of the staff to most efficiently meet departmental goals
  • Performing quality assurance evaluations of employees to determine both the areas that the employee excels in and areas that need improvement.

Actively participates as a key member of the team in a team lead role.

Ability to ensure that complex assignments are worked and are completed simultaneously with minimal input from leadership.

  • Ensure that all employees maintain schedule adherence, including arrival, breaks and lunch schedules.
  • Provides direct communication to the Supervisor/Manager of the department to identify areas of opportunity.
  • Decision making to best support needs of customer/client & Warrantech as it relates to loss control.
  • Works with training and management staff to sign off on new hire functionality prior to task assignment.
  • Conducts team meetings to update members on best practices and continuing expectations
  • Tracking statistical information as needed for the department and compile data into reports that are submitted to management in a timely manner.
  • Procedures and standards are disseminated in a clear and concise manner and are understood by each employee.
  • Decision making to best support needs of customer/client & Warrantech as it relates to loss control.
  • Works with training and management staff to sign off on new hire functionality prior to task assignment.

Job Requirements

Education and Experience:

  • High school diploma or equivalent
  • College degree or some college preferred
  • 3+ years of experience in a call center environment
  • At least 2 years with lead, service or claims experience.

Knowledge and Skills:

  • Ability to comprehend business processes and flows & ability to implement within the department.
  • Ability work on multiple assignments/issues with limited instructions from leadership
  • Complex understanding of Terms & Conditions & how these coverage’s relate to the needs of the business.
  • Ability to think independently and make sound decisions pertaining to service and customer satisfaction
  • Ability to develop and document procedures.
  • Ability to research and resolve inquiries
  • Excellent written and verbal communication skills and customer service skills, including professional telephone skills.
  • Must be adaptable to frequent and fast paced business environment.
  • Ability to resolve conflict and negotiate
  • Strong office experience and skills, possibly in a lead capacity.
  • Experience with AS400 preferred
  • Must be able to work with confidential information regarding customer accounts and employee files. Continuous use of discretion.

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