Provide intermediary service between Call Center Supervisor and Call Center Communicators
Support Business Unit Director, Operations Manager, Client Account Manager and Call Center Supervisor in all project business initiatives and objectives
Update training materials and conduct trainings as directed
Investigate inquiries and complaints and handle escalations
Inform Supervisor and Operations Team of all system failures/ slow-downs
Assist with call monitoring; provide timely feedback
Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements
Assist the management team with the compilation of individual monthly program metrics
Disseminate all project information/directives to the team
Lead by example, adhering to corporate compliance and demonstrating the values
Maintain excellent quality and productivity standards for all client projects
Accurately collect information required by individual programs
Complete and accurately document Adverse Events as per client and federal guidelines
Exhibit effective communication and tele-management skills
Converse with callers in an empathetic manner
Display flexibility within department to maximize utilization

Bilingual
Spanish Speaking
Bachelor’s degree or equivalent work related experience
2+ years of successful experience training or supervising within a Call Center operation preferred
Excellent verbal, written and listening communication skills
Adept at all applicable computer software, i.e., Word, Excel, and Outlook
Strong aptitude to learn new computer programs and client specific applications
Ability to join frequent meetings and calls without disruption or disconnecting
Outstanding customer service, communication, and interpersonal skills
Must possess the ability to train and motivate staff members
Must have stable, reliable, high speed home internet
Must have a designated separate home office space that is quiet and away from distractions

Bilingual Team Lead

Key skills