Team Leader

About the role

The Team Leader will lead a group of call center agents and coach them to provide exceptional customer experiences for our patients. This is a full-time position, working on site Monday – Friday (and every other Saturday with one day off during the week).

Responsibilities

• Answers agent questions regarding policies, procedures, best practices or difficult calls.
• Handles escalated patient calls and general complaints.
• Has experience overseeing and directing the flow of incoming calls, assigning work to the team and strategizing based on ebbs and flows of the business while ensuring that KPIs and metrics are met.
• Leads and supports the team while actively assisting with daily operations, including answering calls, quality assurance, trainings, and stepping in to help with workload as needed.
• Identifies operational issues and suggests potential solutions to direct report.
• Maintains day-to-day call center operations (schedules, tasks. etc.), and correspondence workflows.
• Issues written and oral instructions.
• Prepares reports and analyzes data to assist in determining call center goals.
• Works with other members of the leadership team and home office to support agents and maximize patient satisfaction.
• Ongoing analysis of procedures and calls to improve call handling and efficiencies.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Conducts/attends various meetings and communicates information directly to team members.
• Reviews timecards, attendance and schedules in accordance with attendance standards.
• Ensures that all company practices and policies are adhered to.
• Willingness to work beyond scheduled hours when necessary to support team performance and meet operational demands.

Requirements

• Accountability
• Adaptability-Flexibility
• Communication
• Customer Focus
• Listening Skills
• Creativity/Innovation
• Problem Solving-Analysis
• Vision & Values
• Collaborative Process-Teamwork
• Dependability
• Knowledge, Skills & Abilities
• Technical and Functional Ability to provide excellent customer experience, internally and externally
• Excellent verbal and written communication skills
• Must be detail oriented
• Ability to work successfully and collaboratively in a team environment
• Excellent leadership, facilitation and decision-making skills
• Strong problem-solving and analytical skills
• Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs, Microsoft Office/Excel etc.

Qualifications

• Minimum of 3 years leadership experience within a call center, preferably in the medical industry, with customer service responsibility
• Required Educational Level: Bachelor’s Degree or equivalent work experience

Skills

• Technical and Functional Ability to provide excellent customer experience, internally and externally
• Excellent verbal and written communication skills
• Must be detail oriented
• Ability to work successfully and collaboratively in a team environment
• Excellent leadership, facilitation and decision-making skills
• Strong problem-solving and analytical skills
• Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs, Microsoft Office/Excel etc.

Benefits

• 401(k) with match
• Dental insurance
• Health insurance
• Company Paid Life insurance
• Paid time off
• Vision insurance
• STD/LTD
• Critical Illness

Pay

$55,000 - $60,000 per year

Schedule

Full-time, Monday – Friday (and every other Saturday with one day off during the week)