Call Center Production Lead - Your Home Advantage

Profile

Description

Provide team production/performance stats, complete training & side x sides, provide feedback to agents, complete call audits, chat support, time amendments, submit scheduling tickets, generate time sensitive reports, work urgent email boxes, partner with learning team to make adjustments to curriculum, work with workforce management to ensure that the agents adhere to production related expectations, schedules and policies.

Responsibilities

Production Leads fall under the call center operations manager/Org, have a direct line to WFM and are embedded within the call center/teams and will be aligned to the Regional Market Leads to assist with communicating changes, directives and updates for each of the regions.

Responsibilities

Monitor live calls and provide feedback

Create reporting as/if needed

Create, track and submit tickets to WFM as needed for time amendments.

Communicate important information and respond to agents as needed in Teams chats.

Monitor Verint and Five9 Supervisor

Chats are used during daily monitoring (command center approach) of ACW, System Down Time, Breaks, Lunch and other scheduled events, call times, handle time and idle time.

Monitor new hire agents for 90 days to ensure compliance with adherence and answer questions related to YHA call center call and attendance expectations.

Provide agents with feedback related to production, adherence and call quality.

Training - communicate deficits and opportunities to the Facilitators to improve upon training.

Partner with learning team to make adjustments to curriculum

Work with Mentors to establish agent readiness to move into production, assist with setting up mentors with new hire agents, and provide feedback to mentors about needed improvements to the mentoring or nesting process.

Ensure mentor checklist is completed

Required Qualifications

High School Diploma

Minimum 1 year call center leadership experience - KPIs, setting goals and expectations

Demonstrated capability with coaching and developing associates formally and informally

Call Center experience

Proficiency in Microsoft Office applications, including: Outlook, Word and Excel

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Must be able to work Monday-Friday 8AM-5PM EST

Preferred Qualifications

Associate's or Bachelor's Degree

Command Center experience

Previous experience with coordinating and leading projects and tasks

Verint tool experience preferred

Additional Information

WAH FL; must be willing to commute to the Deerfield and St. Pete offices as needed.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com