Team Lead of Care (Kansas City, MO / Hybrid)

Freedomcare • Kansas City, MO

449d • $47,840 - $54,080

About The Position

The Team Lead of Care at FreedomCare is a hybrid role focused on providing exceptional customer service by leading a team of Care Coordinators. This position emphasizes mentorship, performance management, and effective communication to ensure a seamless experience for clients and caregivers. The role is integral to maintaining high standards of care and operational efficiency within the organization.

Requirements

• Minimum of 1-2 years of leadership experience in managing, coaching, and developing employees.
• 3+ years of customer service experience with a focus on providing seamless customer experiences.
• Proficiency in MS Word, Excel, Outlook, and PowerPoint.
• Strong organizational and problem-solving skills, with the ability to work independently.
• Effective verbal and communication skills.

Nice To Haves

• Experience leading a call center team in a healthcare environment.
• Bilingual in English and Spanish or other languages.
• Knowledge of CRM systems such as Salesforce, Medflyt, or Verint.

Responsibilities

• Serve as the direct point-of-contact for team member inquiries and concerns.
• Guide team members in handling complex customer inquiries and resolving escalations efficiently.
• Monitor team performance and adherence to KPIs through data review and analysis.
• Conduct ongoing performance management, including feedback, coaching, and annual reviews.
• Lead and motivate a team of customer service representatives, setting performance expectations and providing constructive feedback.
• Foster open communication within the team and with other departments.
• Assist management with interviewing and training new team members.
• Analyze and interpret data to assess team performance and identify areas for improvement.
• Conduct call reviews and evaluations to ensure quality standards are met.
• Propose creative solutions for process improvements when inefficiencies are identified.

Benefits

• Health insurance
• Retirement plan
• Wellness programs
• Ongoing learning opportunities
• Fun company events

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed