MAXIMUS

Team Lead

Job Locations US-MO-Kansas City
Requisition ID 2020-55700
Posted Date
4 months ago(8/5/2020 1:35 PM)
# of Openings
80
Job Schedule
Regular Full-Time

Job Description Summary

Job Summary: The Call Center Team Lead uses their experience and proficiency to assist the team supervisor with supporting Call Center Agents by providing real-time assistance, monitoring work, providing feedback and completing administrative tasks. The Call Center Team Lead inspires confidence with the team by demonstrating professionalism and a strong desire to assist.

Essential Job Duties:
• Act as a subject matter expert and maintain up-to-date knowledge of all Contact Center programs and systems. This includes but is not limited to Cisco Jabber, Cisco Finesse, and client applications.
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
• Answer questions from Call Center Agents and provide direction.
• Conduct quality monitoring of Call Center Agents and providing feedback to improve performance.
• Handle escalated calls, including complaints, from Call Center Agents and escalate to the Call Center Supervisor for resolution, as needed.
• Complete administrative tasks and complete reports as needed.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Answer inbound calls during times of high call volume or upon request of management.
• Anticipate issues proactively and escalate to management as appropriate.
• Meet Quality Assurance (QA) and other key performance metrics.
• Track and document all inquiries using the applicable systems.
• Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.
• Review and provide feedback on Contact Center documentation and processes.
• Perform other tasks as assigned by leadership.

Education and Experience Requirements:
• Must have a high school diploma or G.E.D.
• Must have at least (1) one full year of contact service experience.
• Skilled in handling challenging communications with external contacts for escalated matters.
• As a skilled and experienced specialist, completes tasks in resourceful and effective ways.
• Works on a variety of assignments requiring considerable judgement and initiative.
• Able to draft or modify training materials and procedural documentation accurately.
• Act independently to determine methods and procedures on new assignments.
• Serves as facilitator and team leader, allocating work and providing guidance and training to others in field of specialization.
• Perform quality assurance on work of others in team.
• Must be proficient with a computer including Microsoft Office, the Internet, and other systems.

Other Requirements:
• Must be able to work alternate schedules, which may include nights or weekends. Current hours of operation are from 7:00 am to 4:00 pm Monday to Friday.

 

Essential Duties and Responsibilities:
- Act as a subject matter expert and maintain up- to- date knowledge of all Contact Center programs and systems. This includes but is not limited to Marketplace General Information, Web Chat, Co-browse, and Application Processing including Enrollment.
- Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
- Handle escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed.
- Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
- Answer inbound calls during times of high call volume or upon request of management.
- Anticipate issues proactively and escalate to management as appropriate.
- Meet Quality Assurance (QA) and other key performance metrics.
- Track and document all inquiries using the applicable systems.
- Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.
- Review and provide feedback on Contact Center documentation and processes.

Minimum Requirements:
- High School diploma or Associate degree with 1.5 - 4 years of experience.
- Works on a variety of assignments requiring considerable judgement and initiative.
- As a skilled and experienced specialist, completes tasks in resourceful and effective ways.
- Able to draft or modify training materials and procedural documentation accurately.
- Skilled in handling challenging communications with external contacts for escalated matters.
- Act independently to determine methods and procedures on new assignments.
- Serves as facilitator and team leader, allocating work and providing guidance and training to others in field of specialization.
- Perform quality assurance on work of others in team.

MAXIMUS Introduction

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

 

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Apply/Socialize

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.