100% Remote position for Eastern time zone candidate only!
Monitor and sets targets for call agents to achieve based on aligned KPIs
Provides feedback guidance and support to call agents.
Reviews and assesses current procedures and identifies opportunities to improve claimant service, effectiveness, and productivity.
Works with Enablement Manager to escalate and resolve all technology roadblocks for new and existing agents that cannot be resolve by Team Leads
Develops and maintains a working knowledge of the Health Connector Programs and recommends changes corrections updates to the Agent Guide working closely with the Training Team for clarifications needed based on escalated topics raised by their Team Leads
Handles escalated calls from call agents and helps resolve issues and or escalating to Supervisor Leads as needed for resolution.