Call Center Lead

Job Title: Call Center Lead

Location: Laguna Hills

Schedule: M-F 8am - 5pm

Position Overview:

We are seeking an experienced and dynamic Call Center Supervisor to lead our dedicated team in a high-volume call center environment. This role will be pivotal in ensuring all calls-approximately 1,200 per day-are handled efficiently, appointments are scheduled or canceled smoothly, and team members are held accountable for their performance. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a professional demeanor to navigate interactions with both the team and medical professionals.

Key Responsibilities:

• Lead and manage a team of 18 call center employees (15 remote, 3 in the US, with 1 on-site).
• Oversee training programs to enhance team performance and call handling skills.
• Ensure calls in the queue are promptly addressed and monitor overall call volume and response times.
• Hold team members accountable for their performance and provide support as needed.
• Act as a point of contact for questions and concerns from doctors and medical professionals.
• Maintain a professional environment, encouraging team ownership and accountability.

Must-Have Qualifications:

1. Experience: Proven experience as a supervisor in a customer service or call center role.
2. Tech Savvy: Proficient in Microsoft Office and comfortable with technology.
3. Healthcare Knowledge: Familiarity with healthcare insurance processes and terminology.
4. Ownership: Demonstrated ability to take ownership of tasks and accountability for outcomes.
5. Professionalism: Strong professional demeanor with the ability to maintain composure under pressure.

Nice-to-Have Qualifications:

• Previous experience in a call center environment.

Soft Skills/Attributes:

1. Authoritative: Confident in decision-making and leading the team.
2. Strong Communication Skills: Excellent verbal and written communication abilities.
3. Detail-Oriented: Ability to dive into details and provide hands-on support when necessary.
4. Resilience: Tough skin to handle challenging conversations and questions.

Why Join Us?

You will be part of a growing call center team within a larger organization. We are committed to fostering a collaborative and supportive work environment as we continue to expand our operations.

If you are a motivated leader with a passion for customer service and a commitment to excellence, we encourage you to apply and help us deliver outstanding service to our clients and partners.

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