Clinical Reference Laboratory, Inc.

Clinical Reference Laboratory, Inc. Lenexa, KS
GENERAL STATEMENT OF RESPONSIBILITY: Assist with the day to day operations of the call center. Expediting work flow and ensuring KPI’s are met.

SPECIFIC DUTIES:

Perform all duties of Interview Associate as needed due to workload or staffing considerations.

Responsible for daily reports required to manage daily workflow / production.

Responsible for uploading out-bound call dialer reports.

Perform real-time monitoring of call center performance and make real-time decisions to ensure KPI’s are met.

Assist with issues escalated to management in a timely manner.

Assist interview associates as needed (i.e. answering questions).

Monitor and manage outbound call workflow.

Handle client inquiries, resolve problems, and enhance customer relations through prompt responses.

Assist with quality monitoring High Value policies and complaint calls as needed.

Assist with quality monitoring reviews of call agents’ interviews as needed.

Assist with call evaluations according to client guidelines as needed.

Ensure compliance with department SOP’s and safety procedures.

Conduct quality monitoring reviews of call agents' telephone interviews as needed.

Complete call evaluations according to client guidelines.

Provide daily support to interview associates as needed (i.e. answering questions).

Review all High Value Policies (2.5 mil and up) as needed.

Be proactive in bringing ideas to management’s attention to improve productivity, service, quality, policies and procedures, cost savings, and utilization of company resources.

Continuously improve management skills through in-house training, self-study methods, and other available training resources.

Keep work area neat and clean.

Maintain and protect the confidentiality of all CRL-PLUS and client information.

Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.

Other duties as assigned.

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JOB QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent

EXPERIENCE: 2 years of call center experience

SKILLS & ABILITIES:

Must be customer focused

Leadership; Excellent written and verbal communication skills, including good voice quality, articulation and listening skills

Ability to balance workload and handle multiple tasks simultaneously, prioritize, and work independently

Strong problem solving skills, judgement and decision making Must be detail oriented, good follow through and dependable

Demonstrate self-motivation and initiative to work problems through to resolution

Ability to interact with all levels within the organization

Proven ability to motivate team and ability to maintain flexibility in a rapidly changing environment

Excellent one on one and group presentation skills

Work well under pressure

Strong PC skills, including MS Office and Windows Environment

Ability to work independently and as part of a team

Demonstrate self-motivation and initiative

PHYSICAL REQUIREMENTS:

Sitting for long periods of time.

EQUIPMENT: PC and communications equipment.

OTHER: Overtime as required.

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