ICONMA
Call Centre Project Lead
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Job Description
- Req#: 25-72841
- Provisioning access to support the outbound call program
- Serving as a liaison between SHS, vendor and SO teams
- Lead meetings, such as, call calibrations, weekly touchpoints, performance meetings,
- Provide weekly performance reporting
- Ensure roster and schedules are aligned with expectations
- Coordinate training
- Call listening for accuracy and soft skills, making recommendations based on observations
- Work with business partner manager on coaching opportunities and alignment
- Monitor performance and request corrective action as appropriate
- Project Management
- Call center experience
- Leadership and analytical experience with data / operations
- Excellent analytical, organizational, problem solving, verbal and written communication skills.
- Knowledge of project management tools and methodologies.
- Ability to work independently, within a team environment and with multiple priorities.
- Proficient in current industry standard PC applications and systems (e.g., Access, Excel and Word).
- Ability to work closely with the technical support team in understanding and resolving systems issues.
- Ability to develop, implement, and monitor policies, procedures, and customer service alerts.
- Support vendor in achieving performance management, KPIs and SLAs.
- Health care experience
- Three or more years experience in related field
- Bachelors degree in related field required.
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Our Client, a Health Insurance company, is looking for a Call Centre Project Lead for their New Hudson, MI/ Hybrid location.
Responsibilities:
Requirements:
Why Should You Apply?
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
About the company
ICONMA is a nationwide consulting firm with corporate headquarters in Troy, MI, providing Professional Staffing and Project Based Services and Solutions for Fortune 1000 clients in a broad range of industries. Core Industries served include: Biotech/Ph...
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