Team Leader Call Center

We are currently seeking a call center professional to join our growing team. 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).

The candidate we're looking for will have experience working in a healthcare related call center and managing standard call center metrics. In addition, we seek individuals who value servicing customers and are solutions oriented and positive influencers to their teams and colleagues.

• 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.
• Lead and support 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.
• Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate.
• Assist manager with hires, coaches and develops Call Center Agents to respond to patient questions.
• Ensures agents understand and comply with all call center objectives, performance standards, and policies.
• 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.
• Maintains day to day call center operations (schedules, tasks, etc.), and correspondence workflows.
• Issues written and oral instructions.
• Prepares and performs individual monthly feedback sessions and associates’ yearly reviews.
• 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.

• Accountability
• Communication
• Customer Focus
• Problem Solving-Analysis
• Vision & Values
• Knowledge, Skills & Abilities

• Ability to provide excellent customer experience, internally and externally
• Ability to handle multiple priorities and exceptional organizational skills
• 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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and perform extensive close keyboard and PC work.
• Ability to walk, talk or hear.
• Occasionally required to stand and reach with hands and arms.
• Ability to meet deadlines and attendance standards.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.

• Minimum of 3 years leadership experience preferably in the medical industry with customer service responsibility

• Bachelor’s Degree or equivalent work experience

Full-time

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

Must be able to reliably commute to the office M-F.