Call Center Lead

Our client, a leading organization in public health and human services, is seeking a dedicated and motivated Call Center Lead to join their team. As a Call Center Lead, you will be an integral part of the customer support team, ensuring efficient communication and assistance for HUSKY program beneficiaries. The ideal candidate will demonstrate strong leadership, excellent communication skills, and a commitment to providing outstanding service, which will align successfully in the organization.

Job Title: Call Center Lead

Location: East Hartford, CT

Pay Range: $22.04

Shift: Monday through Friday

• Provide courteous and accurate one-on-one telephone support to HUSKY consumers, assisting with program account information and password resets for the online Consumer Portal.
• Support the call center floor and agents by managing escalated calls and acting as a liaison between supervisors and team members.
• Serve as a backup support when supervisors are unavailable, ensuring seamless service delivery.
• Coach and train new staff and support existing team members to meet performance standards.
• Document calls, requests, and interactions accurately in the designated system, and report trends or issues to leadership for continuous improvement.

• Associates degree from an accredited college or university.
• Minimum of two (2) years experience in a call center environment.
• Knowledge of Medicaid and CHIP programs is a plus.
• Strong problem-solving skills and ability to handle difficult situations professionally.
• Excellent verbal, written, and interpersonal communication skills, with proficiency in MS Office Suite and Avaya telephone system.

• Opportunity to work in a supportive and inclusive environment dedicated to public health and community service.
• Engagement in meaningful work that directly impacts individuals and families in need.
• Chance to develop leadership skills and grow within a reputable organization.
• Supportive team environment with opportunities for training and professional development.
• Competitive pay rate aligned with industry standards.

• Medical and Prescription Drug Plans
• Supplemental Life Insurance
• Short Term Disability Insurance
• 401(k)

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