Job description

Job Title: Call Center Lead / Training

Company: Major healthcare company in Puerto Rico

Job Type: Full-time

Job Location: Puerto Rico

Job Summary:

We are seeking an experienced Call Center Lead / Training to join our growing team. In this role, you will be responsible for leading a team of call center representatives and training them on best practices for handling customer inquiries and complaints. You will also be responsible for ensuring that your team provides excellent customer service while meeting or exceeding performance targets.

As the Call Center Lead / Training, you will be working with a team of highly motivated professionals to provide exceptional customer service and drive customer satisfaction. You will need to have excellent communication skills, both written and verbal, as well as a track record of successful call center leadership and training. Experience in telemarketing is preferred.

Key Responsibilities:

• Manage a team of call center representatives and provide coaching and feedback as necessary.
• Develop and implement training programs to improve the team's customer service skills, product knowledge, and sales techniques.
• Monitor your team's performance and provide guidance on how to improve their call handling and customer service skills.
• Collaborate with other departments, such as marketing and customer service, to improve the overall customer experience.
• Analyze call center data and provide reports to management on a regular basis.
• Ensure that your team meets or exceeds performance targets, including call volume, quality, and customer satisfaction.
• Handle escalated customer inquiries and complaints as necessary.

Qualifications:

• Bachelor's degree in business or a related field
• Minimum of 1 years of experience in call center leadership and training, preferably in the healthcare industry.
• Proven track record of successful call center leadership and meeting or exceeding performance targets.
• Experience in telemarketing preferred.
• Strong communication skills, both written and verbal.
• Excellent customer service skills and the ability to handle escalated customer inquiries and complaints.
• Strong analytical skills and the ability to analyze call center data and provide reports to management.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Fluency in English and Spanish is required.

Job Type: Full-time

Salary: $13.00 - $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Commission pay

Work Location: One location

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