Senior Customer Service Representative

Há 2 dias

São José dos Pinhais, Paraná, Brasil beBeeCallCenter Tempo inteiro US$89.000 - US$106.000

Remote Lead Call Center Staff Opportunity

Job Overview:

This is a remote opportunity to work as a lead call center staff. As a member of our team, you will be responsible for directing the frontline team to meet service levels and quality standards.

The ideal candidate will have experience in managing teams, triage, care management, motivational interviewing, and crisis counseling. Additionally, they should have knowledge of veteran affairs, mental health programs, and services, as well as DHA policies and cultural sensitivity practices.

About the Role:
  • Team Management: The lead call center staff will manage a team of call center staff, handle scheduling, performance assessment, and professional development activities.
  • High-Level Calls: They will field and direct high-level or complex calls related to service members and veterans.
  • Contact Center Procedures: The lead call center staff will develop and implement omni-channel contact center procedures and protocols to improve efficiency and service quality.
  • Productivity Promotion: They will promote productivity and ensure staff meet their performance standards and metrics/goals.
Key Responsibilities:
  • Liaison with Stakeholders: The lead call center staff will liaise with internal and external stakeholders, including governmental agencies and non-profit organizations.
  • Training and Development: They will stay abreast of changes in veteran affairs, mental health programs, and services, DHA policies, and cultural sensitivity practices; ensure team members are properly trained.
  • Team Morale: The lead call center staff will promote a positive environment with an emphasis on building high morale; offer words of encouragement to assigned team and make them feel valued and appreciated.
Qualifications:
  • Bachelor's Degree: A bachelor's degree or higher in social work, psychology, counseling, or other relevant behavioral science is required.
  • Experience: A minimum of one year of experience in a medical/hospital call center is necessary.
  • Triage Experience: A minimum of one year experience in triage, care management, motivational interviewing, and crisis counseling is required.

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