Call Center Team Leader

Call Center Team Leader Responsible for providing call assistance and monitoring for the different MCS lines of business (Classicare, Commercial, and Providers).
Identifies training needs of Service Representatives.
Notifies the Call Center supervisor to guarantee efficiency and comply with the service indicators established by the department and the policies and procedures established by MCS, CMS, Business Partners, Insurance Commissioner, and any other regulatory entity, always focused on providing excellent service and contributing to retention.
GENERAL DESCRIPTION Serves as an expert to provide assistance and monitoring to Service Representatives with situations presented by customer, regarding coverage, co-payments, and eligibility, among others.
Submits reports to the supervisor.
Attends to more complex referrals that cannot be handled by the Service Representative, to provide excellent service.
Advises Service Representatives in identified areas to improve their performance or help in their development.
Suggests topics and identifies training and/or re-training needs for call center staff, using supervisor input.
Analyzes Service Representative’s documentation reports to guarantee compliance with established requirements and the quality of the information included.
Supports Customer Service Department processes according to the operational needs.
Takes part in external MCS member activities on behalf of the Department to solve or channel service situations.
Complies consistently with the Company’s standards, policies, and procedures, in conjunction with local and federal laws applicable to our industry, business, and employment practices.
MINIMUM QUALIFICATIONS Bachelor’s degree from an accredited institution.
At least one (1) year of experience working in customer service areas, preferably in a call center in the Health Insurance Industry.
OR Sixty (60) college credits, equivalent to two (2) years of college or an Associate’s degree.
At least three (3) years of experience working in customer service areas, preferably in a call center in the health insurance industry.
OR High school diploma.
At least five (5) years of experience working in customer service areas, preferably in a call center in the health insurance industry.
“Proven experience may be replaced by previously established requirements.
” LANGUAGES Spanish - Intermediate (writing, conversational, comprehension, and reading) English - Intermediate (writing, conversational, comprehension, and reading)