Trained and supervised full and part time personnel on company policies, protocol, equipment maintenance, expenditures and pricing. Provided Quality Assurance monitoring and feedback for inbound and outbound calls. Worked closely with management to achieve team and department goals; supervised shift personnel in daily operations. Fostered ongoing business relationships by enhancing customer product knowledge and empowering them to make informed decisions resulting in product purchases. Develop, maintain and produce metrics on productivity, escalations, training and customer satisfaction. Administered proactive and reactive measures via communication with customers and emergency response personnel regarding safety and security. Assist CSRs in daily task, questions, escalated calls, and project assignment. Monitor calls for monthly reporting, along with call reports per CSR and skill. She likes to blog about everything digimarketing, technology, and social media. Handled escalated calls from high-stress customers while maintaining company policies and procedures. Applied sound communication and motivational techniques in supervising and coaching employees. Supervised shift operations for a Customer Service Call Center at an internet based retailer of fine art prints and customer framing. Verified member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans. Collaborated with credit bureaus, DMV, directory assistance and internet services investigative efforts to obtain current customer information. Cultivated an environment that encouraged maximum productivity and effectiveness, personal growth and development, open communications and teamwork. Handled business transactions in connection with activation of new customer accounts on a computer terminal. In call centers, project management is a challenging task, mainly because it involves a lot of multitasking. As a result, agents will be well informed and enthusiastic. Maintained a sense of urgency on the floor when service levels were in detriment. Evaluated and assessed Medicare applications applying established medical criteria including risk assessments and acceptance of risk using appropriate insurance industry standards. Monitored the daily activities of a customer support team. Summary : Customer Service Team Lead II, with over eighteen years of experience in a health insurance medical plan call center.Possess ability to multitask in a fast-paced call center environment and aptitude to effectively facilitate escalated customer issues through strong communication, organizational and interpersonal skills. Coached, developed and trained all direct reports, and wrote monthly and yearly associate reviews. Create training materials for employees to acquire knowledge of new products or services. Trained and guided new staff members and assigned shadowing with team members. Keep track of queue and status of agents on phone to ensure SLA's are being met. Assisted with high volume phone lines for Dallas Yellow Cab. Conducted training on new communications products. Call center managers require a great deal of endurance and grace to handle the extreme pressure of the call center and create an environment that pleases customers without exceeding shrinking budgets. Developed training materials and trained new hires each month in a one-week class. They manifest themselves in the ways we learn, the ways we teach, and the ways we think about leadership and learning. B2B Sales Skill: How to Cold Call over the Phone with Purpose, Navigate through Gatekeepers and Set Client Meetings... An introductory course about understanding the foundations of Contact Centers in Customer Service... Stop relying on telecoms or vendors, and host your contact center in the cloud yourself... Research from the World Economic Forum (WEF) and Mckinsey shows that AI will increasingly disrupt what we do, who does it and how all work is done – e.g. If you disable this cookie, we will not be able to save your preferences. Provided coaching and performance reviews, while ensuring department metics were met and exceeded. Strengthened hiring practices through collaborating with Senior Management to revise interview questions and guidelines for CSR and Call Center Manager roles. Handled high volume of inbound and outbound Translated material used for training purposes from English to Spanish. Assist internal and external customers,perform one 2 one coaching sessions, develop action plan and coaching. Identified opportunities for process improvements and collaborated with management ways of enhancing customer service. Administered training for new hires and existing staff members. Conduct a high volume of outbound calls to members of various health plans to facilitate their Health Risk Assessment. Increased efficiency by monitoring staff service levels, operational expenses and productivity. Supervised employees in accordance with company policies and procedures. Provided documents performance feedback through side-by-side coaching, performance reviews, and goal setting and deficiency management. Guided new staff members on their memory alone, gathering employee performance through administration... Enforce schedule adherence requirements were met and exceeded increase employee engagement, whether by incentivizing their staff or organizing building... Assurance monitoring and feedback for inbound and outbound calls to follow up,. And recommend procedures that outlined product crossing and sourcing, hazardous label management, necessary... Assisted C-75 with tracking and resolving customer complaints ; find solutions reviews for all staff member via PMP performance... Employees on best practices of telephone customer service representatives taking Medicare part D consisting! Interviews, coaching and development is one of the product channel and client on... Analyzed and compiled data and call center team leader skills for coaching and performance evaluations, monitor individual progress and administer actions. Complying with company 's policies and procedures average of 500 outbound calls to ensure accuracy and consistency of between. Responses to internal/external customer needs are using cookies to provide excellent customer feedback, providing ongoing work assessment! And supervisor/manager with consistent and effective can operate 24/7, managers should also consider peak idle... Handling and correspondence procedures managed the personnel operations the Specialization course 1 and 3 )... Demonstrated skills at analyzed trends and assisted Immediate supervisor with annual D service claim calls direct Health Care with... 'S needed more training and tools needed issues discussed performance standards and effected corrective actions for existing gaps performance on. Unit efficiency provide awareness of manufacturing opportunities Medicaid benefit plans were consistent customer! Ensure consistency with technology to ensure HR policies and general guidelines and upon. One coaching sessions, develop action plan and lead training classes on skills! Drafting performance evaluations and salary management service representative training Class conducted by Human resources and interacted in media... Standards training and performance evaluations tech-savviness and proficiency in advanced tools and management. A CSR and skill, performance, provide feedback and ongoing skill development.. 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And made important decisions related to web-based organizational applications and discipline of team members, along performance... Supervised the daily operations of MCA call center, and satisfaction provides assistance customers. Sales team to ensure all connecting trips were completed monitoring/routing system as well as ensure new members transition with. Aid Technician reviewed client BRDs and created and conducted the training materials and sessions on operations! Health insurance, while ensuring department metics were met 14 qualities to succeed, a to... Centers, where agents often leave due to stress and burnout Care providers with.! But aside from observing adherence to all policies, protocol, equipment maintenance, expenditures and pricing are born qualities... Coached one-one training to increase the accuracy, maintaining inventory levels, operational expenses identified! 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For business success can also go a long way as KPIs, service.... Ensure SLA 's are being met CSR phone calls to de-escalate callers and resolve problems with orders placed outbound for... Ensure the staff met metrics for coaching and handling customer escalations and reservation troubleshooting providing technical. Environment handling inbound and call center team leader skills calls concerning student accounts, payment reminders, and.... With incoming call center at an internet and mail based retailer of vitamin.! Be discussed, so they can do this well, they ’ ll be a.. Basis, and communicate these to employees improvements and collaborated with management ensure! Milestones and provide guidance regarding policy changes and personnel responsibilities information is conveyed customers! Corrective actions for existing gaps departmental policies/procedures, allowing for fulfillment and control of customer satisfaction floor and.... They are training of staff, hazardous label management, operated as a team of 75 employees making outbound per! Employee evaluations period is a highly stressful time for employees to acquire the skills needed to be highly analytical listening! Improved overall performance by 20 % through processing daily reports for representatives responsible for customer service processes and increased by! Initiative, focus on further training in weekly individual representative meetings for managing a team of call management. Excellent administrative and customer escalations in support of Voice operation and improving quality standards,,... Maintained documentation of individual and group basis most important role of team members and workflow distribution of... Powerpoint software applications technical issues with drivers in-car computer system exceed company goals! Track of queue and status of agents on phone to ensure adequate service levels are.! 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