Team Lead Call Center Remote

Duties And Responsibilities

• Constant monitoring of team chats and EZ waits
• Serve as supervisor for all operators
• Ensure team members meet or exceed performance metrics
• Communicate performance goals to PCRs and provide ongoing feedback
• Handle escalated calls from clients/patients, manage the resolution process
• Support Operations Manager and Workforce Manager in scheduling adherence
• Provide regular performance reports to Operations Manager
• Conduct annual performance reviews and utilize rewards and recognition programs
• Add tickets to the C4H Ticketing System and follow up as needed
• Be on-call if PCRs, Floor Champs, or other Team Leads call out
• Maintain and update Call 4 Health's Key Performance Indicators (KPI)
• Update Ultipro site with employee tardiness, absences, coaching sessions, timesheets, etc.
• Perform other duties assigned by Management

Supervisory Responsibilities

• Aid in the selection and assessment of employees
• Coach and evaluate up to 15 employees

Education And/or Experience

• AS Degree in Business Administration or equivalent
• Call Center Experience
• Team Lead or Supervisor Experience

Tools And Equipment Used

• Computer, including word processing, spreadsheet, email and database application software
• Printer
• Phone
• Scanning equipment
• Copier
• Fax

Qualifications

• Great Communication and Customer Service Skills
• Spelling, Typing and Sentence Structure Skills
• Active Listening Skills
• Able to Multi-task and Motivate Others
• Great Attitude & Attendance
• Team Player; Receptive to Feedback & Coaching
• Accountable & Compassionate
• Willingness to Teach and be Taught

Physical Requirements

• Sit for long periods of time
• Walk, talk, hear and comprehend
• Occasionally stand, stoop, kneel, or crouch

Work Environment

• Able to have professional working relationships with various personalities
• Flexible, adaptable to constant change
• Ability to deal with stress

Remote Work Environment

• Maintain a distraction and noise-free work environment
• Turn cameras on for all training and meetings
• Agents should be in scrubs and team leads should be business casual according to the dress code policy