Role Description This job is responsible for providing quality and efficient customer service in a call center environment through the daily management of a team. This includes: - Hiring - Motivating - Recognizing - Rewarding - Coaching - Counseling - Training - Problem solving Additional responsibilities include assisting the manager with development, analysis, and implementation of staffing training. Supervisory Responsibilities - Directly supervises and manages the Associates within the Call Center Department. - Carries out supervisory responsibilities in accordance with organizational policies/procedures and applicable laws. - Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems/issues. Duties/Responsibilities - Provides daily directions and communication to employees for timely, efficient, and knowledgeable customer service calls. - Continually evaluates processes and procedures. - Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers. - Provides statistical and performance feedback and coaching on a regular basis to each team member. - Writes and administers performance reviews for skill improvement. - Provides support for employees through coaching, counseling, direction, and resolution. - Ensures employees have appropriate training and resources to perform their job. - Responds to and resolves employee relations issues expressed by team members. - Creates and maintains a high-quality work environment to motivate team members. - Addresse disciplinary and/or performance problems according to company policy. - Assists manager with daily operation of call center, including staffing and training development, analysis, and implementation. - Works as a member/leader of special or ongoing projects important to area/process improvement. - Shares continual responsibility for managing employees to ensure efficient and effective call handling. - Establishes work procedures and processes that support company and departmental standards. - Communicates with upper management regarding department or employee concerns. - Complies with company regulations regarding HIPAA, confidentiality, and private health information. Required Skills/Abilities - Excellent oral, written, and interpersonal communication skills. - Knowledge of Microsoft Office applications and telephone protocol. - Exceptional listening and analytical skills. - Strong knowledge of customer care processes and techniques. - Demonstrated ability to work well in a team environment. - Dedication to providing exceptional customer service. - Proven leadership experience. - Ability to develop and motivate a team. - Ability to provide and support company goals. - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. - Ability to write reports, business correspondence, and procedure manuals. - Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. - Ability to calculate figures and amounts such as discounts, interest, and percentages. - Ability to apply concepts of basic algebra. - Ability to define problems, collect data, establish facts, and draw valid conclusions. - Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Education and Experience - One year certificate from college or technical school; or one year to 18 months related experience and/or training; or equivalent combination of education and experience; BA preferred. - 3-5 years customer service experience required; preferably within a healthcare setting. - Excellent communication skills, both verbal and written, are required. Physical Requirements - Regularly required to sit. - Frequently required to use hands to finger, handle, or feel. - Occasionally required to reach with hands and arms and talk or hear. - Must regularly lift and/or move up to 10 pounds. - Specific vision abilities required include close vision and ability to adjust focus. Job Type Full-time Company Description At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed • Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved • Adhere to the client’s SLAs and consistently meet production targets • Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes • Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

Role Description MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. We are seeking enthusiastic and customer-focused Customer Service Representatives to join our team. In this role, you will provide exceptional support across inbound customer service, help desk, technical support, and back-office functions for a variety of commercial and public sector clients. You will assist customers with product and service inquiries, troubleshoot basic technical issues, resolve account-related concerns, and represent some of the world's most recognized brands with professionalism and care. This is an excellent opportunity to grow within a supportive environment. We provide comprehensive, industry-leading training and offer clear career progression opportunities into roles such as Supervisor, Trainer, Quality Assurance, and Operations Management. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test. Qualifications - Must be at least 18 years of age. - High school diploma or equivalent. - Previous experience using computers for data entry and customer support activities. - Excellent verbal and written communication skills in English. - Ability to type accurately at a minimum of 20 words per minute. - Reliable wired high-speed internet connection (minimum download speed of 20 Mbps) for applicable work-from-home positions. - Strong organizational, time management, and multitasking skills. - Proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook. - Comfortable using Windows-based applications and learning new software systems. - Strong analytical and problem-solving abilities with the confidence to troubleshoot customer concerns. - Excellent conflict resolution, negotiation, and interpersonal skills. - Customer-focused with empathy, patience, professionalism, and a genuine desire to help others. - Ability to thrive in a fast-paced, constantly evolving environment. - Dependable with excellent attendance and punctuality. - Strong team player with a positive attitude and willingness to learn. - Ability to work scheduled shifts, including the required training period. Requirements - One year of experience in a contact centre environment supporting customer service, technical support, inside sales, back-office operations, live chat, or administrative support (preferred). - Previous experience supporting state or federal government programs is advantageous but not required. Company Description MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs. - MCI was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa in 2019. - MCI employs 10,000+ talented individuals with 150+ diverse North American client partners.

• Develop and administer effective communication strategies to include outbound dialer campaigns, text messaging, email, letter and live chat (60%) • Proactively and effectively communicate with leadership on all communication strategies (20%) • Develop effective reporting and analytics to drive performance, improve compliance and efficiencies. Analyze large sets of data, makes recommendations based on data and business needs (10%) • Work on cross functional teams to deliver process improvement initiatives (5%) • Ad-hoc assignments or projects as outlined by manager (5%)