Call Center Representative

• Responsible for the day-to-day supervision of the call center operations workforce to ensure the highest levels of member experience service, productivity, and Member/Client satisfaction is achieved
• Perform assigned tasks that enable the constant monitoring of service levels and performance adherence that ensures efficient call volume handling
• Supervises agent adherence of all standard operating procedures, departmental policies, and Compassionate Care principles
• Ensures prompt attention and complete satisfaction of Member requests in a professional and timely manner with emphasis on first-call resolution achievement objectives
• Ensures inbound calls are answered in accordance with individual Client Brand Service Standards and consistently meets or exceeds Quality Assurance criteria requirements
• Knowledgeable of team members' KPI metrics and provides ongoing coaching to ensure process flow and team performance are aligned with goals and objectives
• Works with the Quality Assurance team to ensure proper servicing techniques are deployed and all Member interactions result in the highest levels of satisfaction and optimized Member benefit utilization
• Utilizes all dashboard tools and metrics to monitor and evaluate call flow, determine and adjust coverage based on business demands
• Provide direct agent assistance and respond to all requests for assistance and guidance
• Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS, and Insurance
• Assist MEAs to resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsBenefits
• Performs additional duties as assigned by Management based business demands

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