Call Center Team Leader

Virginia Eye Institute•Richmond, VA

1d•Onsite

About The Position

The Virginia Eye Institute (VEI) is hiring a full-time Call Center Team Lead to join their busy practice. VEI is a large and dynamic practice of ophthalmologists and optometrists in the Richmond, VA area. The Call Center Team Lead is a motivated and team-oriented leader who will provide support to agents assisting VEI patients with inbound/outbound contact regarding the scheduling of ophthalmic appointments.

Requirements

Excellent customer service skills
Knowledge of HIPAA requirements
Ability to train and coach employees
Ability to monitor workflow and productivity goals
Ability to handle call escalations
Ability to troubleshoot issues
Ability to provide feedback on performance

Responsibilities

Assist in hiring, training and coaching employees to deliver efficient, quality responses to patients
Monitor workflow process against productivity goals
Assist in maintaining technical competence of staff by helping identify needs and assist with regular training
Provide patients with excellent customer service
Run reports as requested by Management
Maintains confidentiality and adherence to all HIPAA requirements
Work with Call Center Manager to identify day-to-day call center needs and help establish priorities to meet organizational goals
Work on special projects as needed
Primary resource handing call escalations
Oversee Customer Service team performance to identify, analyze, and resolve process and service problems
Troubleshoots issues and alerts
Contributes to the success and development of individual employees and team
Assist in the training and on-boarding of new employees
Ensure call center representatives are fully informed of all new information related to processes, procedures and client needs
Provide feedback on performance