Team Leader - Call Center (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:
- 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.
- 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, GED or equivalent required.

- 6+ years of relevant experience required.

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 MAC IOS



* PC Processor (CPU) Intel i5, AMD Ryzen 5, or better



* PC Memory 8+ GB RAM



* PC Hard Drive Storage 256 GB SSD



* Headset: USB Gen 2 or newer port (for wired headset)



* Smartphone: Android or Apple smartphone with working camera and capability of installing applications necessary for daily system login

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EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

We're proud of our connections to organizations dedicated to serving veterans and their families.

If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the Na...