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Call Center Lead

MMC Group

East Hartford, CT

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JOB DETAILS
SKILLS
Avaya Software, Billing, Call Center Evaluation, Call Center Management, Call Centers, Call Monitoring, Coaching, Customer Relations, Customer Service Evaluation, Customer Support/Service, Data Entry, Diversity, Environmental Monitoring, Health Plan, Internet Portal, Interpersonal Skills, Leadership, Managed Care, Market Trend Analysis, Medicaid, Microsoft Management Console (MMC), Microsoft Office, Multilingual, Multitasking, PC (Personal Computer) Systems, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Management, Public Health, Quality Management, Quality Monitoring, Small Business, Staff Training, Telephone Skills, Time Management, Workforce Management, Writing Skills
LOCATION
East Hartford, CT
POSTED
5 days ago
CALL CENTER LEAD 

Reports directly to a Call Center Supervisor. Provides courteous and accurate one to one telephone contact with consumers, assisting in providing program account information and password reset assistance for the online Consumer Portal. Use the designated system to document calls, requests and status information.

Essential duties may include, but are not limited to:
  • Maintains good attendance and punctuality
  • Support the Call Center floor and agents with escalated calls
  • Acts as a liaison between Supervisors and their respective teams
  • Acts as a backup support when a supervisor is off or unavailable
  • Be able to multitask
  • Works independently on projects
  • Coaching agents and assist/train new staff when needed
  • Professionally handle irate customers via phone
  • Upholds/Adhere to changes in policy and procedure
  • Act as the initial point of contact for inquiries from potential and existing beneficiaries related to Spend-down, My Account password resets and Premium Billing for the Program.
  • Provide one-to-one telephone contact with consumers and providers.
  • Assist with password resets.
  • Accurately respond to incoming calls received by the call center.
  • Accurately document all interactions with consumers.
  • Maintain technical and program policy proficiency in the HUSKY Health rules/guidelines and other related program policies.
  • Properly forward calls to Call Center Leadership or other CT agencies per procedures.
  • Provide clear, complete, accurate and objective information based on full understanding of program requirements.
  • Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.
  • Work with consumers in difficult situations.
  • Handle and enter data enter complaints in accordance with approved policies and procedures.
  • Research inquiries as needed
  • Report any technical problems with equipment, systems, or facilities to the Call Center Manager
  • Meet and exceed daily standards for calls answered, accuracy, customer service, and quality.
  • Participate in training activities as needed.
  • Participate in and contribute to the quality improvement process.
  • Other duties as may be assigned.

Minimum Experience Requirements:
  • Associates degree from an accredited college or university.
  • Two (2) years minimum experience in call center environment.
Required skills/abilities
  • Knowledge and operational experience in Medicaid and/or CHIP programs a plus.
  • General knowledge of public health, managed care, human services systems and local and statewide political systems preferred.
  • Knowledge of Medicaid and managed care programs.
  • Basic understanding of a call center environment and quality monitoring processes
  • Ability to establish and maintain effective working relationships with applicants, beneficiaries and co-workers.
  • Ability to problem solve through analysis and ongoing feedback.
  • Achieve results through knowledge, empathy, and commitment.
  • Ability to work with people of diverse backgrounds.
  • Data entry skills to include accuracy and spelling
  • Ability to handle multiple tasks and meet deadlines; flexibility under pressure
  • Ability to maintain strict confidentiality
  • Ability to maintain self-control under stressful situations.
  • Capable of working independently
  • Excellent verbal, written, and interpersonal skills
  • Proficient in use of personal computer, including MS Office Suite and Avaya telephone system
  • Ability to work with people of diverse backgrounds
  • Bilingual capabilities a plus
Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.

We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.

MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.

We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com

Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment, including:
  • Medical, dental, and vision coverage
  • Life and disability insurance
  • Additional voluntary benefits

Join MMC and enjoy the support of a team that values your well-being, both on and off the job!

MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.

Get started on your career journey today! Apply to become a part of the MMC Team!

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

About the Company

M

MMC Group

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