The self-motivated person who fills this position will be joining and contributing to a dynamic and determined team that will be assisting a local Northern California public sector client to successfully transform how they provide services to their respective clients. This initiative will have a lasting positive impact on enhancing the citizen experience.
The Service Desk Team Lead will manage the Help Desk Agents who provide telephone coverage and direct response to assist recipients and providers. The Team Lead will make sure that the help desk team delivers flawless customer service in managing incidents and service level agreements, and monitoring the duties of the Help Desk team members to ensure that provider inquiries are promptly attended to. Other duties may be assigned as necessary.
Your future duties and responsibilities
FUTURE DUTIES AND RESPONSIBILITIES
• Call monitoring - listening to active calls. Provide real-time coaching to agents. Gather call trends.
• Coaching agents - provide feedback to agents from call monitoring or call quality assurance findings.
• Quality Assurance - review and score agent calls. Provide feedback where required. Identify agents that may require additional training and report to Tower Leads.
• Slack - address agent questions
• Trending - Identify call topics that are out of the ordinary that have significant call impact. Review types of questions being asked by agents to identify training opportunities.
• Call Escalations - Verify with agent the escalation process is being followed. Make call backs to callers to resolve issues.
• Technical Escalations - Work with Tower Lead to troubleshooting
• Agent troubleshooting - Provide simple troubleshooting of InContact or other system issues for agents. Escalate to on-site technical support if needed.
• Training - Administer or support the training for IHSS Service Desk Agents. Including but not limited to: leading class sessions, tracking agent progress, and supporting CGI training requirements.
Required qualifications to be successful in this role
REQUIRED QUALIFICATIONS TO BE SUCCESSFUL IN THIS ROLE
• Associates degree or equivalent experience required
• Minimum 2 years call center experience; minimum 1 year working healthcare and/or public eligibility programs.
• Working knowledge of Microsoft Office programs (Excel, Word, Outlook).
• Must be able to type a minimum of 35 wpm.
• Strong interpersonal communication skills with both internal and external customers.
• Must have good leadership skills
• Strong verbal and written communication skills are required.
• Must have good judgment in handling customer problems.
• Ability to work flexible work schedules to include any shift during operational hours (currently 8 am – 7 pm PT Monday – Friday, 8 am – 5 pm PT Saturday)
• Must be able to work Overtime as needed.
• Ability to multi-task navigating multiple systems using dual monitors.
• A proven team player.
• Bilingual skills are a plus.
• Ability to pass background check.
• Strong interpersonal communication skills with both internal and external customers
• Strong verbal and written communication skills are required
• Must be able to work overtime as needed
• A proven team player
- Microsoft Word
- Microsoft Excel
- Training Delivery
What you can expect from us
Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
Learn more about CGI at www.cgi.com.
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CGI is an equal opportunity employer.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.
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