Call Center Performance Lead-Healthcare Experience- -Local to Michigan -onsite -Once in a week
Job Description
Job Title: Call Center Performance Lead-Healthcare Experience- -Local to Michigan -onsite -Once in a week
Are you a Call Center Performance Lead seeking a dynamic and rewarding opportunity? Our client, a leading company in Healthcare, is looking for a talented lead to join their growing team.
About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances. At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development. Kyyba is recruiting for the below mentioned position with our direct client which is one of the major Healthcare Payers in the US.
Description:
Will this position be required to work onsite for any reason at any time? Yes, currently our department works onsite one day a week, and additional days as needed.
Engagement Description – Resource responsible for oversight of an outbound call campaign and coordination between Service Operations teams, Senior Health Services team and vendor teams. Duties include:
• Provisioning access to support the outbound call program
• Serving as a liaison between SHS, vendor and SO teams
• Lead meetings, such as, call calibrations, weekly touchpoints, performance meetings,
• Provide weekly performance reporting
• Ensure roster and schedules are aligned with expectations
• Coordinate training
• Call listening for accuracy and soft skills, making recommendations based on observations
• Work with business partner manager on coaching opportunities and alignment
• Monitor performance and request corrective action as appropriate
Top 3 Required Skills/Experience –
• Project Management
• Call center experience
• Leadership and analytical experience with data / operations
Required Skills/Experience – The rest of the required skills/experience. Include:
• Excellent analytical, organizational, problem solving, verbal and written communication skills.
• Knowledge of project management tools and methodologies.
• Ability to work independently, within a team environment and with multiple priorities.
• Proficient in current industry standard PC applications and systems (e.g., Access, Excel and Word).
• Ability to work closely with the technical support team in understanding and resolving systems issues.
• Ability to develop, implement, and monitor policies, procedures, and customer service alerts.
• Support vendor in achieving performance management, KPIs and SLAs.
• Onboard and train vendor leaders or vendor trainer, as needed.
Preferred Skills/Experience – Optional but preferred skills/experience. Include:
• Health care experience
• Three or more years experience in related field
Education/Certifications – Include: Bachelor's degree in related field required.
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.”
It is the policy of Kyyba to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Kyyba at 248-813-9665
Rewards:
Medical, dental, vision
401k
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client
SELECT AWARDS
- An INC 5000 company for 10 years
- Corp! Michigan Economic Bright Spots
- Crain’s Detroit Business Top Staffing Service Companies in Detroit
- TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
- Best of MichBusiness winner in HR Wizards & Partnerships
- Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest
- 101 Best & Brightest Companies to Work for in Michigan