Team Leader - Call Center, Bilingual Spanish (Temporary)

Description & Requirements

The Team Leader assists Call Center agents in responding to customer inquiries by answering questions and handling call escalations.

The Team Leader works with the Call Center Supervisors to monitor call volume and back-office work production.

They are also responsible for answering calls during peak times and providing nesting support for new hires during our Open Enrollment ramp-up.

This opportunity is open to New Jersey residents.

This is a temporary position created for open enrollment.

The duration of this position is determined based on business need.

This is a Bring Your Own Device role, equipment will not be provided.

Essential Duties and Responsibilities:
- Act as a subject matter expert and maintain up- to- date knowledge of all Contact Center programs and systems.

This includes but is not limited to Marketplace General Information, Web Chat, Co-browse, and Application Processing including Enrollment.
- Provide ongoing training, support and real time quality monitoring of Consumer Services Specialists to improve performance.
- Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
- Handle escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed.
- Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
- Answer inbound calls during times of high call volume or upon request of management.
- Anticipate issues proactively and escalate to management as appropriate.
- Meet Quality Assurance (QA) and other key performance metrics.
- Track and document all inquiries using the applicable systems.
- Work closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks.
- Review and provide feedback on Contact Center documentation and processes.

Minimum Requirements

- High school diploma or GED required and 6+ years of relevant professional experience required, or equivalent combination of education and experience.

- Works on a variety of assignments requiring considerable judgement and initiative.
- As a skilled and experienced specialist, completes tasks in resourceful and effective ways.
- Able to draft or modify training materials and procedural documentation accurately.
- Skilled in handling challenging communications with external contacts for escalated matters.
- Act independently to determine methods and procedures on new assignments.
- Serves as facilitator and team leader, allocating work and providing guidance and training to others in field of specialization.
- Perform quality assurance on work of others in team.

Technical Requirements:



* Home internet: Minimum Requirement: 25+ Mbps download speed; 15+ Mbps upload



* PC/Operating System: Windows 10 or higher Cannot accept tablet platforms (iPad, Chromebook, others) or ...