Call Center Unit Lead
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Job Description
Call Center Unit Lead providing advanced customer support and operational leadership in a healthcare environment. Mentoring team members and handling escalated customer inquiries.
Responsibilities:
- Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution
- Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy
- Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures
- Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately
- Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity
- Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions
Requirements:
- 6+ years of customer service, telephone support, call center, or related customer contact experience
- Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues
- Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment
- Strong business, analytical, communication, documentation, and problem-solving skills
- Experience using help desk software, telephone technology, computer software, and customer service systems
Benefits:
- Comprehensive benefits package including medical, dental, vision
- 401(k) with company match
- Paid time off
- Company-observed holidays
- Flexible vacation policy
- Educational assistance
- Leadership and technical development academies
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