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Maximus Call Center Team Lead (Remote)(Seasonal) in New York, New York

***VETERANS ARE ENCOURAGED TO APPLY*** THIS IS A REMOTE POSITION JOB SUMMARY: The Call Center Team Lead (CCTL) uses their experience and proficiency to assist the team supervisor with supporting call center agents by providing real-time assistance, monitoring work, providing feedback, and completing administrative tasks. The CCTL inspires confidence with the team by demonstrating professionalism and a strong desire to assist. ESSENTIAL DUTIES: -Acts as a subject matter expert and maintain up-to-date knowledge of all contact center programs and systems. SME in navigating the forms necessary to assist Veterans, Veteran spouses and/or caregivers with registering for their COVID 19 vaccinations and assisting with use of the portal to apply for VA health benefits. -Maintains updated knowledge of the contact center performance requirements as well as corporate and project policies and procedures. -Answers questions from call center agents and provide direction. -Conducts quality monitoring of call center agents and provides feedback to improve performance. -Handles escalated calls, including complaints and escalates to the Supervisor for resolution as needed. -Completes administrative tasks reports as needed. -Responds to all inquiries consistently with confidentiality and privacy policies and refer callers to alternate sources when appropriate. -Anticipates issues proactively and escalates to management as appropriate. -Meets Quality Assurance (QA) and other key performance metrics. -Tracks and documents all inquiries using the applicable systems. -Works closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks. -Protect the healthcare privacy of Veterans by strictly following HIPAA regulations and all company confidentiality policies and procedures. -Perform other tasks as assigned by leadership. EDUCATION AND EXPERIENCE REQUIREMENTS: -Must have a high school diploma. -Must have at least (1) one full year of contact service experience. -Must have at least (1) one full year of leadership experience -Skilled in handling challenging communications with external contacts for escalated matters. -As a skilled and experienced specialist, completes tasks in resourceful and effective ways. -Works on a variety of assignments requiring considerable judgement and initiative. -Perform quality assurance on work of others in team. -Must be proficient with a computer including Microsoft Office, the Internet, and other systems. OTHER REQUIREMENTS: -Must be able to work from home and comply with remote working policies and requirements. -Must be able to work alternate schedules. -Program Hours of Operation are Monday-Saturday 7:00 am-9:00 pm CT. PHYSICAL REQUIREMENTS: -Must be able to remain in a stationary position for an extended period of time. -Able to occasionally lift, carry, or otherwise move items weighing up to 15 pounds. TO APPLY, PLEASE SEND YOUR RESUME TO THE EMAIL ADDRESS BELOW INDICATING THE JOB TITLE IN THE SUBJECT LINE: StephanieVChu@maximus.com

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