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The Contact Center Lead is responsible for assisting with the day to day operations of the contact center. The Contact Center Lead will assist supervisors with daily operations including providing assistance to agents, monitoring Contact Center Production, and conducting side by side training.Key Duties:
Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals
Motivating and inspiring the team to exceed operational goals
Working with new hire staff during their “nesting” period to answer questions, mentor, and provide feedback on their performance.
Looking for development and continuous improvement opportunities for the team
Providing assistance to the Dialer Manager as needed
Provide feedback to the Supervisor Team regarding any trends noted that would warrant further trainings, IT support, etc.
Communicating the company’s purpose, core values, and vision to front line colleagues.
Actively participating in team meetings and providing trainings as needed
Produce reports reflecting individual and overall results
Analyze trend data from reports
Utilize strong written and verbal communication
Influence and support identified training needs
Assist as training support for new call center colleagues when needed
Facilitate trainings on identified operational improvement needs
Support remediation activity
Other duties as deemed appropriate
Education/Experience Requirements:
Minimum 3-5 years customer service experience preferred
Excellent customer service skills and sales skills
Experience in a People Manager Role in a call center or the service industry preferred
Excellent communication skills both written and verbal
Must be self-motivated and independent
Ability to read and write clear and understandable instructions
Good problem solving & decision making skills
Ability to handle multiple tasks at a time
Must be able to use PC and have knowledge of Word, Excel and Outlook
Must be effective and efficient working in a team environment
Bachelor’s degree preferredRequisition ID: 2019-9805 External Company Name: Inovalon, Inc. External Company URL: www.inovalon.com Telecommute: No
