Call Center Investigation Lead

Job Summary

A company is looking for a Call Center Investigation Lead.

Key Responsibilities

• Monitor call volumes and manage inbound calls while ensuring excellent customer service
• Coach agents on soft skills and address escalation calls to mitigate issues
• Maintain productivity and quality standards while ensuring compliance with HIPAA regulations

Required Qualifications

• Minimum high school diploma with two years of experience in health insurance and/or call center environments; associate's degree preferred
• Required licensures and professional certifications as applicable
• Ability to work independently and collaboratively within a team
• Familiarity with Microsoft Word and Excel, with a typing speed of at least 50 WPM
• Must be able to work in a standard office environment and operate office equipment