[Hiring] Customer Experience Center Lead @Banner Health

Role Description

Banner Health is seeking a Call Center Lead for their specialties department. In this role, a dynamic candidate monitors and helps a group of employees to achieve goals that contribute to the growth of the organization. The team lead motivates and inspires their team members while also working with patients coordinating schedules for providers in a fast-paced call center environment. In this role, you will conduct new hire training and support team members with ongoing training and development. Challenge the agent to think quickly, critically, and responsibly while delivering excellence in the customer’s journey and overall experience.

This lead level position is responsible for providing support to the CEC functional area assigned and respective leadership team and serves as a team resource. This role helps to build partnerships with other departments with the customer’s needs in mind. This position is also responsible for performing the core job duties of the department as needed, training new and existing employees, coaching and providing feedback to team members as appropriate. Using a broad understanding of customer engagement strategies, this position assists with the overall quality, monitoring ACR and other customer satisfaction goals, metrics and requirements necessary to provide an exceptional customer experience that is easy, empathetic and differentiated in the marketplace.

Qualifications

• High school diploma/GED or equivalent working knowledge.
• Requires proficiency typically obtained with 3 years of experience in a contact center, customer care environment or healthcare.
• Ability to think critically in stressful situations.
• Effective communication skills, both written and verbal.
• Strong computer skills and functional knowledge of systems and applications.
• Ability to use technology tools to research and obtain accurate information to respond to customer inquiries.
• Demonstrated ability to provide essential customer service in a high-paced contact center environment.
• Excellent organizational and time management skills.

Requirements

• Prior experience as a lead in a similar environment pertaining to healthcare or customer care preferred.
• Additional related education and/or experience preferred.

Benefits

• Variety of benefit plans to help you and your family.
• Health and financial security options.

Company Description

Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.