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Contact Center Lead

Eye Health America

Eye Health America

Remote
Posted on Sep 12, 2024
Job Type
Full-time
Description

Contact Center Experience Preferred

Bilingual Preferred: English/Spanish

We are seeking an energetic and reliable professional to join our team. The successful candidate will be responsible for leading efficient call center operation within out South Carolina and Georgia markets. They may also support in answering incoming customer calls, utilizing company policies to solve customer concerns, and directing calls to the managerial team when necessary. Our Contact Center Leads are the first point of escalation for our front-line agents. We are interested in hiring individuals with a commitment to customer satisfaction and the ability to make quick and accurate decisions.

Job Responsibilities:

  • Be a subject matter expert on Contact Center SOPs and be available to answer questions posed the front-line agents.
  • Be accountable to their designated queues in terms of abandonment, handling time, wrap up time, and staffing.
  • Review scheduling reports for accuracy of scheduled appointments by their agents.
  • Escalate issues with agent performance for further leadership review.
  • Support managers with the standardization of best practices into SOPs.
  • Support as necessary special projects related to scheduling.
  • Use company policies to determine if there can be an immediate resolution to a customer concern or if it requires managerial input.
  • Input data into the company’s computer system to maintain an accurate log of each interaction.
  • Answer incoming customer phone calls and take appropriate action for each call.
  • Make outbound calls to schedule, reschedule, or cancel appointments.

Benefits:

As a team member at Eye Health America, you'll enjoy:

  • Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, etc.
  • Matching 401(k)
  • Wellness Program
  • Paid Vacation & Holidays
  • Training/Advancement opportunities
Requirements
  • Contact Center Experience preferred.
  • Strong computer skills, preferably with Microsoft Excel, Word, and Outlook.
  • Bilingual is a plus.