Call center Lead

Call Center Lead

Seeking an experienced Call Center Lead to support daily call center operations, assist supervisors, coach agents, and provide exceptional customer service to HUSKY Health beneficiaries. This role handles escalated calls, assists with password resets and program inquiries, ensures accurate documentation, and helps maintain quality and performance standards.

Key Responsibilities:

• Support supervisors by handling escalated calls and assisting with daily floor operations.
• Coach and train new and existing call center agents.
• Respond to HUSKY program inquiries, password resets, premium billing, and spend-down questions.
• Accurately document customer interactions in the call tracking system.
• Resolve customer concerns professionally, including handling difficult or irate callers.
• Research inquiries, process complaints, and escalate issues when appropriate.
• Monitor call trends and recommend customer service improvements.
• Maintain knowledge of HUSKY policies, Medicaid guidelines, and program procedures.
• Meet quality, productivity, and customer service performance goals.
• Participate in training and continuous quality improvement initiatives.

Qualifications:

• Associate's degree required.
• Minimum 2 years of call center experience.
• Leadership, coaching, or team lead experience preferred.
• Medicaid, CHIP, managed care, or healthcare customer service experience is a plus.
• Strong communication, multitasking, and problem-solving skills.
• Proficiency with MS Office and Avaya phone systems.
• Accurate data entry and documentation skills.
• Ability to maintain confidentiality and perform well under pressure.
• Bilingual candidates are encouraged to apply.