Contact Center Associate 3 (H)

Core Summary

Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures. Assist supervisor with staffing, report reconciliation, coaching process, and other duties as assigned.

Core Responsibilities

• Serves as team lead and/or subject matter expert in support of the Manager and Supervisor.
• Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary.
• Ensures that team members follow their schedules properly as designed.
• Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner.
• Makes sure that team members adhere to quality assurance standards, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Maintains a safe and harmonious working environment for all team members and delegates duties as needed.
• Supports special or ongoing projects and assignments that are important to area/process improvement.
• Delivers high-level patient service with consistent quality and productivity.
• Supports peers by serving as a subject matter expert.

Core Qualifications

• High School diploma or equivalent.
• Minimum 3 years of relevant experience.
• General knowledge of office procedures and operations.
• Effective communication skills in both oral and written forms.
• Professional composure in handling difficult and stressful situations.
• Interpersonal relationships management.
• Problem-solving abilities.
• Leadership, motivation, development, and training skills.
• Confidentiality handling.
• Accuracy and attention to detail in completing assignments.

Benefits

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

Pay

Competitive salary offered.

Schedule

This position is full-time and works remotely.