Call Center Team Lead-Ticket Support - SPBM

Responsibilities

• Aids the Call Center Supervisor in meeting Service Level Agreements (SLAs).
• Manages and improves customer service for both external and internal customers.
• Trains and coaches call center staff on efficient and accurate performance.
• Establishes and executes clear procedures, processes, and standards for the call center.
• Analyzes and reports on call center efficiency, customer service, and customer retention.

Qualifications

• 3+ years of call center experience preferred.
• 1+ years of experience in healthcare or pharmacy services (excluding home healthcare).
• 1+ years of prior team lead or management experience in a call center environment.
• Proven knowledge of Microsoft Excel, Word, PowerPoint, and Outlook.
• Ability to develop and interpret standard call center management metrics.