AHCT Lead Associate

The Lead Associate position is responsible for overseeing the daily activities of the program and for meeting or exceeding the personal performance measures established for this operational team/work unit.

Qualifications:

•       Minimum 90-day call center production experience
•       Must not be on any written or final disciplinary actions.
•       Must be meeting production goals.
•       Efficient with Microsoft Office
•       Chat experience preferred but not required.
•       Escalation experience preferred but not required.
•       Prior leadership experience preferred but not required.
•       Working hours 8AM-8PM Monday-Friday, 9AM-3PM Saturdays seasonally
•       Strong ability to evaluate complex problems and draw conclusions.
•       Excellent communication, interpersonal, negotiation and organizational skills.

Essential Job Functions:

‣       Serves as the technical subject matter expert of AHCT program information.

‣       Assists the CCRs on the Support Line with answering customers’ questions by providing guidance and technical support when needed.

‣       Ensures the CCRs meet quality and performance expectations through assisting supervisor with coaching’s/feedback.

‣       Utilize Power BI Tool to monitor team stats.

‣       Open written and verbal communication with the team.

‣       Utilize available tools to support supervisor in monitoring CCR activity to help agents handle time, efficiency, and schedule adherence inclusive of daily and weekly reporting.

‣       Handles inbound phone calls minimum to fill-in for staff shortages/Once a week requirement for QA purpose.

‣       System issues/Password Resets for all programs

‣       Identifies issues with systems and escalates call trends to Supervisors.

‣       Performs other work as required and assigned.