Contact Center Team Lead

Chicago Lighthouse for People Who Are Blind or Visually Impaired•Chicago, IL

17h•Onsite

About The Position

The Call Center Team Lead position is responsible for supporting the Call Center Operations Leadership Team to ensure that we are consistently delivering an outstanding Customer Experience in every interaction. The Team Lead assists the staff with handling complex patient scheduling issues and handling of calls related to UI Health patient concerns, and departmental workflow issues, utilizing all available resources. Team Leads provide ongoing training for call center representatives, they monitor of agent call handling, and provide regular feedback to their manager on improving customer service as the subject matter expert.

Requirements

High School diploma or equivalent required
Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks
Must be able to speak English clearly and professionally
Must be able to type a minimum of 30 words per minute
Ability to effectively work within established contractual turnaround times
Proven ability to work as a member of a team is required
Ability to multitask in a fast-paced environment
Advanced proficiency with MS Office applications (word and excel)
Proven ability to learn new workflow processes, applications and systems quickly
Will be required to complete program update training, as warranted, and successfully implement that knowledge in day to day operations
Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential

Responsibilities

Maintain up-to-date knowledge of both internal policies and procedures, as well as client’s; including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released
Maintain up-to-date knowledge of UI Health policies and procedures as they apply
Support onsite and remote agent workforce
Excel in all functions performed by Call Center Representatives; acting as a Subject Matter Expert as it pertains to systems, policies, and procedures
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions and give ongoing feedback.
Conduct regular review of all call center agent performance and organize training sessions for under performers; coach agents when errors are identified
Ensure that all reports understand their major job responsibilities; as well as making sure that all employees have the skills needed
Monitor and score agent call interactions to ensure that that procedures and quality standards are strictly adhered to, as well as to observe employee demeanor, technical accuracy and conformity to company policies
Assist in training staff as needed to enhance tenured agent performance and new agent onboarding experience
Respond to customer telephone inquiries and recommend the appropriate corrective services to address customer needs and complaints; handle difficult customer situations and respond promptly to customer needs while soliciting feedback to improve service
Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit our clients
Provide essential information to manager as requested and on time
Monitor live call activity and support the manager with ensuring there is adequate coverage in all queues
Support and drive a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customers’ expectations
Speak clearly, persuasively and professionally in positive and negative situations
Take on other tasks or projects as directed by supervisor