Summary of Position

The Application Specialist, Lead (APSLD) provides leadership and direction to the Application Specialists within the assigned team. This position serves as the next level in the call resolution process. The APSLD assists the Supervisors with team leadership and direction to ensure that project and team goals are met and that calls are answered timely, accurately, and in a friendly, professional manner.

Essential Job Requirements

• Answers calls and provides accurate information to the public and other staff
• Receives escalated calls from team members and problem solves call issues
• Quickly navigates through multiple computer screens in order to provide correct information to inquiring parties in a timely fashion
• Aids in the research and resolution of calls that cannot be resolved on the initial call
• Confirms verification information required for each call
• Documents actions and disposition of issues
• Updates information in automated systems
• Directs and transfer calls as necessary
• Performs quality assurance reviews and follows up to ensure that any necessary corrective actions are taken
• Coaches associates by reinforcing positive performances and “on the floor” correction of associate deficiencies
• Works with the project supervisors to identify training needs
• Assists in delivering training to new and existing project staff
• Regular and timely attendance
• Other duties as assigned

Required Education

High School Diploma or equivalent is required

Required Experience

• One year minimum of data entry experience or other related fields 
• Customer service experience in a call center environment
• Experience leading and directing workflow

YoungWilliams is an equal opportunity employer.