Lead Contact Center

Pay

Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)

Benefits

• Paid Time Off (PTO)
• Tuition Reimbursement
• Retirement Plans
• Medical, Dental and Vision
• Wellness Program
• Volunteer Time Off (VTO)

About the role

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time. Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary: The Lead Contact Center is responsible for the development of a successful and cohesive Contact Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction. Assist Contact Center Supervisors with the supervision of Contact Center Representatives by closely monitoring performance, which includes but not limited to: coaching, mentoring, motivating, counseling, etc. to ensure they are providing optimal customer services and meeting and/or exceeding department goals. Responsible for the daily workflow and leading the work of assigned staff.

Responsibilities

• Leads day to day activities of Contact Center Representatives, including but not limited to: providing direction; monitoring of staff performance including attendance; handling all questions/issues raised by staff; recommending process improvement processes; preparing and analyzing contact center statistical reports; monitoring/adjusting of skill-sets for consistency; ensuring quantity/quality is met for overtime; handling escalated calls; backing up to calls as needed.
• Assists Supervisor to ensure that Representatives provide accurate, timely and quality service to members/providers.
• Ensures that all departmental policies, procedures and standards are being met, as well as the organization's mission.
• Assists Supervisor to ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels.
• Assists Supervisor to ensure that we provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes.
• Assists Supervisor in reviewing the Representatives overall quality accuracy.
• Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval. (40%)
• Trains and motivates staff. Ensures appropriate service standards are developed and maintained. Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management. Oversees the daily office workflow, develops and recommends enhancements to process and procedures. (5%)
• Works with training staff to ensure that training practices support staffing and performance standards, takes responsibility for identifying on-going training needs and integrating training and performance expectations as well as work closely with Supervisors to create and/or modify Desk top procedures. (5%)
• Works closely with management to review performance and quality standards on an ongoing basis and to assist with development and implementing incentive programs, as well as motivational programs needed to achieve service standards. (10%)
• Ensures that front line service personnel are capturing information and providing feedback to Supervisors that will enable L.A. Care to improve its product and internal process. (10%)
• Represents the department when requested at meetings. Assists supervisor with meetings and provides necessary feedback when requested. (5%)
• Ensures department remains in compliant with HIPAA regulations relating to protected health information (PHI). (10%)
• Maintains attendance expectations. (5%)