Customer Care Center Team Lead

Sonova AG•Aurora, IL

1d•$63,000 - $68,000•Hybrid

About The Position

The Team Lead is responsible for mentoring all levels of Hearing Consultants and can successfully exceeded the standard performance goals and metrics of a Hearing Consultant. A Team Lead helps to achieve increased scheduling conversion rate to appointments and coaches their team against marketing strategies. A Team Lead has thorough knowledge of Connect Hearing best practices and is viewed as a go-to person on their team. They understand how the business operates within the Sonova framework and are aware of the competition and the factors that differentiate them in the market.

Requirements

Excellent interpersonal communication skills with the ability to communicate both written and verbally
Ability to work independently
Persuasive negotiating skills to influence outcomes
Strong relationship building and counseling skills
Ability to work in a fast paced environment
Strong organizational skills
Proficient computer Skills
Have excellent attendance
Proven track record of promoting a positive work environment
No disciplinary action in the past 6 months
Strongly believe in provider relations and the HP Experience
Support training modules and consistent approach to training
High School Diploma or Equivalent
3+ years in a health care environment is preferred
Previous sales and customer service experience is required
Proven marketing, sales and business growth success within a customer-focused environment preferred

Nice To Haves

Associates Degree Preferred

Responsibilities

Expert in conceptual and practical Connect Hearing processes and has moderate knowledge of related Sonova disciplines
Provides continual evaluation of processes and procedures and is responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers
Works as a member/ leader of special or ongoing projects that are important to process improvement
Provides daily direction and communication to employees so that client calls are answered timely, efficiently and in a knowledgeable manner
Provides coaching, counseling, direction and resolution to call center agents that is based on statistical and performance driven data on a regular basis
Leads a team by acting as a mentor and coach, encourages others to meet and exceed goals
Drives the team to increase conversion rate through morale boosting exercises
Communicates complex ideas, anticipates potential objections and able to persuade others
Promotes a collaborative, positive work environment
Identifies training opportunities based on coaching with each team member
Works directly with contact center director and training manager to ensure training needs and performance initiatives are prioritized
Impacts the achievement of customer, operational, or project objectives, as well as sales objectives
Able to solve complex problems and takes a broad company perspective to identify innovative solutions
Audit Inbound and outbound phone calls and/ or correspondence, observe performance, technique, and application of guidelines and procedures of the team
Evaluate and record the quality and performance during each call
Coordinate with management to ensure the appropriate number of audits are completed each month
Upon request attend management meetings and provide input
May handle calls dependent on call volume and training needs periodically
Operates within state and local laws
Other duties as assigned