Team Lead

Company Description

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

Job Description

Job Description – Unit Manager – Call Center

This is a 100% in person position.

Summary: Contact Center Supervisor is responsible for organizing and directing the staff. They are responsible for assessing their work, giving them feedback that maximizes performance, and hiring and training new team members.

Essential Functions:

Supervision and Leadership

· Assists with providing training for new and existing Call Center Representatives

· Ensure adherence to policies for attendance٫ established procedures etc

· Provides ongoing feedback and support to improve performance of direct reports

· Prepares and facilitates performance reviews for direct reports

· Reviews and approves timecards and PTO requests for direct reports

· Assists with the identification and selection of new employees

· Communicates clearly and concisely, with sensitivity to the needs of others

· Motivating and supporting agents through feedback and communication

Contact Center

· Reporting Service Level information to management to determine future goals and strategies.

· Monitors queues and provide real time management

· Prepare monthly/annual results and performance reports

· Attends continuing education seminars/training as requested

· Monitoring important key performance indicators for individuals and teams (KPIs).

· Collaborate with internal/external teams to ensure call center efficiency

· Manage escalations and perform Supervisor callbacks, as needed

· Assists with organization and facilitation of department meetings

Additional Functions:

· Assists with special projects, as requested

· Maintains the confidentiality of all company procedures, results, and information about participants, clients, providers and employees

· Maintains courteous, helpful and professional behavior on the job

· Establishes and maintains effective working relationships with co-workers

· Follows and ensures departmental compliance with all Policies and Procedures and HIPAA regulations

· Ability to work under pressure

· Maintains a safe working environment

Supervisory Responsibility: Provides supervision for assigned Call Center Representatives and Senior Agents.

Travel: 10%

Qualifications:

· Educational requirements include a High School Diploma or equivalent. A minimum of three years of Call Center experience required. A minimum of two years of supervisory experience is required, preferably in health plan operations.

· Knowledge and experience using current computer technology, including experience with Excel and Word.

· Skilled in establishing and maintaining effective working relationships with clients, and staff at all levels

· Skilled in data analysis and problem solving using defined methodologies

· Skilled in problem resolution; recommends suggestions to increase accuracy and/or efficiency

· Ability to work independently with minimal supervision

· Ability to independently follow through on projects

· Ability to communicate professionally, clearly and effectively, verbally and in writing

· Ability to prioritize effectively

· Ability to consistently multitask

Physical Demands & Requirements :

· Communicates in person and via telephone with staff, participants, customers, and Clients

· Proficiently, operate a computer and other office productivity machinery, such as a calculator, copy machine, fax machine and office printer

· Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy

· Remains stationary for extended periods of time

Work Environment :

· This job operates in a home and office environment

· No substantial exposure to adverse environmental conditions is expected.

· Moderate pressure to meet scheduled appointments and deadlines

Skills

PRIMARY COMPETENCY : Healthcare PRIMARY SKILL : Healthcare-Contact Center PRIMARY SKILL PERCENTAGE : 100

Job Type: Full-time