Corporate Lead Call Center Rep

EyeSouth Partners•Lawrenceville, GA

2d•Onsite

About The Position

Headquartered in Atlanta, GA, EyeSouth Partners is an eye care physician services organization committed to partnering with leading physicians to build a premier network of eye care services in throughout the Southeast. EyeSouth’s partner practices’ clinical mission is to provide high quality medical and surgical specialty eye care. EyeSouth supports its affiliated practices and physician partners with capital, administrative resources, operating expertise, and strategic guidance with an absolute focus on clinical quality and a patient-first culture. EyeSouth’s affiliate network consists of over 40 practices with 300+ doctors providing medical and surgical eye care services at over 175 clinic locations and 20+ ambulatory surgery centers throughout Georgia, Texas, Louisiana, Florida, Tennessee, Ohio, Kentucky, Alabama, Illinois, Pennsylvania, New York, North Carolina, and South Carolina. 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.
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.