Team Leader Contact Center

Lead a team of contact center agents in Parsippany, NJ, coaching them to deliver exceptional customer experiences for our patients. This is an on-site, full-time role with a schedule of Monday–Friday and every other Saturday (with one weekday off).

Responsibilities

• Answer agent questions regarding policies, procedures, best practices, or difficult calls.
• Handle escalated patient calls and general complaints.
• Oversee and direct the flow of incoming calls, assign work, and strategize based on call volume while ensuring KPIs and metrics are met.
• Support the team with daily operations, including answering calls, quality assurance, trainings, and assisting with workload as needed.
• Identify operational issues and suggest potential solutions to management.
• Monitor and evaluate agent performance, provide coaching, complete fact-finding, and implement corrective action when appropriate.
• Assist the manager with hiring, coaching, and developing call center agents to respond to patient questions.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Prepare reports and analyze data to assist in determining call center goals.
• Collaborate with leadership and home office to support agents and maximize patient satisfaction.
• Maintain day-to-day call center operations (schedules, tasks, correspondence workflows).
• Issue written and oral instructions.
• Prepare and conduct individual monthly feedback sessions and yearly reviews.
• Analyze procedures and calls to improve call handling and efficiencies.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Conduct and attend meetings, communicating information directly to team members.
• Review timecards, attendance, and schedules in accordance with attendance standards.
• Ensure adherence to all company practices and policies.
• Work beyond scheduled hours when necessary to support team performance and meet operational demands.

Requirements

• Minimum of 3 years of leadership experience within a call center, with customer service responsibility.
• Experience in a healthcare-related call center and managing standard call center metrics.
• Strong leadership, facilitation, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to handle multiple priorities and exceptional organizational skills.
• Detail-oriented with strong problem-solving and analytical skills.
• Proficiency with contact center phone software, CRMs, Microsoft Office/Excel.
• Ability to work successfully and collaboratively in a team environment.
• Willingness to work beyond scheduled hours when necessary.

Qualifications

• Accountability
• Adaptability/Flexibility
• Communication
• Customer Focus
• Listening Skills
• Creativity/Innovation
• Problem Solving/Analysis
• Vision & Values
• Collaborative Process/Teamwork
• Dependability

Physical Abilities

• Ability to sit and perform extensive close keyboard and PC work.
• Ability to verbally communicate effectively.

Working Environment

• Moderate noise level.
• Ability to meet deadlines and attendance standards.
• Must sign a confidentiality agreement.

Benefits

• 401(k) with company match
• Dental insurance
• Health insurance
• Company-paid life insurance
• Paid time off (PTO, holidays, and birthday)
• Vision insurance
• Short-term/Long-term disability (STD/LTD)
• Critical illness coverage

Pay

$55,000 – $60,000 per year

Schedule

• Full-time, on-site in Parsippany, NJ
• Monday–Friday and every other Saturday (with one weekday off)