Call Center Team Lead

American Vision Partners-posted 2 months ago
Full-time
Tempe, AZ
1,001-5,000 employees
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As an Call Center Team Lead, you’ll be actively engaged with our Scheduling Specialist team. Helping to assist our Call Center Management team train and coach Scheduling Specialists to hit goals and set expectations. A Call Center Team Lead plays a key role in effectively and compassionately guiding Scheduling Specialists towards assisting patients with scheduling appointments. This role will be key in helping to create memorable experiences for all of our patients, providers, and team members. A “patient first approach” is key to success for this new and exciting role of Call Center Team Lead.

  • In a call center environment, display the ability to coach, train and assist all employees and departments within AVP.
  • Use professional communication etiquette, while assisting with the daily business needs that will arise on the call center floor.
  • Minimum goal achievement based on monthly review of various metrics and expected requirements that will be tied to coaching opportunities (Incentive eligible).
  • Works with call center management team to assist with reporting on a timely basis to help support performance goals.
  • Focused and open to learning new skills to take on various roles based on business need. Including, but not limited to: Cross train in ALL brands, Outbound campaign, etc.
  • Inbound and/or Outbound Agent back-up, willing to take calls when deemed needed by Management and/or business need.
  • High School diploma or equivalent.
  • Past Management or leadership roles a plus.
  • Training and/or teaching experience helpful, but not a requirement.
  • Ability to navigate custom computer software and internal systems with high proficiency.
  • Detail oriented, reliable with the ability to multi-task and be a team player.
  • Excellent verbal and written communication skills; with the ability to engage and train coworkers with effectiveness.
  • Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism.
  • Internal Applicants - Must not be on any active Written or Final Warnings to apply.
  • Must be Full time and in current role for at least 6 months.
  • Past Attendance review will be taken into consideration, as this role requires reliability.
  • Medical and dental insurance
  • Significant eye care discounts
  • Child care assistance
  • Pet insurance
  • Continuing education funds
  • 401(k)
  • Paid holidays
  • PTO
  • Sick Time
  • Opportunity for growth
  • And much more!
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