Lead Scheduling Associate - Call Center

Job Overview

This position is responsible for daily oversight and work direction of Scheduling Associates. Handles calls during 50% of scheduled hours. Provides team education to improve performance and is able to work in multiple pods within the Customer Connections Center. Supports Supervisor in maintaining the master schedule, covering open shifts and maintains payroll for primary pod. Responsible for following daily activities: monitoring workflow, assigning work, auditing staff, data collection and analysis, and problem solving for customer issues. Supports Supervisor by attending meetings, providing input for staff performance appraisals and assisting in planning and leading weekly huddles. Assists Supervisor in identifying and implementing process improvement initiatives.

Job Requirements

High School Diploma or GED or GED (Required)

• 2 - 3 years Customer Service (Required)
• 1 - 2 years Other, Healthcare, and/or Insurance industry (Required)