Corporate Lead Call Center Rep

EyeSouth Partners•Lawrenceville, GA

3d•Remote

About The Position

We are actively recruiting for a Corporate Lead Call Center Representative to join our growing team at Eye South Partners. If you wish to join a growing team with favorable benefits and perks, while contributing to a best-in-class organization, please apply with your resume.

Requirements

5+ year of call center leadership experience preferred
Ophthalmology experience strongly preferred
Certified Patient Service Specialist certification preferred.
Intermediate computer skills including Microsoft Office.
Excellent interpersonal skills including the ability to interact effectively and professionally with individuals at all levels; both internal and external.
Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level.
Self-motivated with strong organizational skills and superior attention to detail.
Must be able to manage multiple tasks/projects simultaneously within inflexible time frames. Ability to adapt to frequent priority changes.
Team player that develops strong collaborative working relationships with internal partners and can effectively engage and build consensus among cross-functional teams.
Strong problem solving and negotiation skills.

Responsibilities

Lead team of 10-15 Contact Center Representatives (CCRs).
Provide the Corporate Call Center (CCC) new hires with practice-based training.
Act as a liaison between Corporate Call Center Manager and Corporate Call Center Reps.
Work closely with practice leadership to ensure Call Center Reps. have the tools to provide exceptional patient care.
Provide monthly scorecard to practice leadership with the support of Corporate Call Center Manager.
Ensure cross training for the CCC team to ensure KPIs are met.
Monitor daily CCC dashboards and call audibles for skill levels to ensure KPIs are met.
Support Corporate Call Center Manager with staff coaching and professional development of Call Center Reps.
Lead monthly team meetings and weekly huddles with support of Corporate Call Center Manager.
Maintain monthly 1 on 1 meetings with direct reports.
Take inbound calls to support CCRs.
Provides CCC new hires with orientation and CCC based training.
Provides onboard training for existing practice staff.
Ensures both CCC new hires and existing staff have the appropriate IT equipment.
Provides training to other Contact Center Leads (Train the Trainer).
Supports Corporate Call Center Lead with IT needs.
Supports Corporate Call Center Manager with professional development of Leads.