Lead Scheduling Associate - Call Center
On-siteNorwood, Ohio, United States
Job Summary
Monitor daily workflow, assign work, and audit staff while handling calls during 50% of scheduled hours. Coordinate activities with the Supervisor to identify performance issues, opportunities for process improvement, and team member development. Exceed Not Ready targets and respond to all Lead inbox requests within one business day. Maintain the master schedule, cover open shifts, and manage payroll for the primary pod. Follow required scripting including AIDET+P and the HEARD model to ensure accurate call handling and consistent positive interactions. Support weekly huddles and staff performance appraisals while implementing process improvement initiatives. Day shift with no holidays or on-call requirements.
Required Qualifications
- High School Diploma or GED
- 2 - 3 years Customer Service
- 1 - 2 years Other, Healthcare, and/or Insurance industry
- Ability to operate multiple computer applications
- Excellent verbal and written skills
- Effective problem solving
- Customer Service experience
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