Application Specialist, Lead DBP
About The Position
The Application Specialist, Lead (APSLD) provides leadership and direction to Application Specialists within the assigned team. The role serves as the next level in the call resolution process and assists Supervisors with team leadership and direction to help ensure project and team goals are met and calls are answered promptly, accurately, and professionally. The position answers calls and provides information to the public and staff, handles escalated calls, helps research and resolve issues, and documents and updates call-related information. It also supports quality assurance, coaching, and training for project staff.
Requirements
- High school diploma or equivalent.
- At least one year of data entry experience or experience in a related field.
- Customer service experience in a call center environment.
- Experience leading and directing workflow.
Responsibilities
- Answer calls and provide accurate information to the public and other staff.
- Receive escalated calls from team members and resolve call issues.
- Navigate multiple computer screens to provide correct information promptly.
- Assist with research and resolution of calls that cannot be resolved on the initial call.
- Confirm required verification information for each call.
- Document actions and issue dispositions.
- Update information in automated systems.
- Direct and transfer calls as necessary.
- Perform quality assurance reviews and follow up to ensure necessary corrective actions are taken.
- Coach associates by reinforcing positive performance and correcting deficiencies on the floor.
- Work with project supervisors to identify training needs.
- Assist in delivering training to new and existing project staff.
- Maintain regular and timely attendance.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
