Medical Marijuana Help Desk - Team Lead

InspiriTec•Philadelphia, PA

1d•Hybrid

About The Position

This role is for a Medical Marijuana Team Lead, with opportunities for on-site work at the Philadelphia office, as well as remote/hybrid work. Weekend and nighttime work may be expected, including working from home on holidays.

Requirements

Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec
Coaching and communication skills
Experience training and coaching employees for performance improvement
Ability to work as part of a team of diverse individuals, as well as lead independently
Experience in customer service is essential
Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics
Outstanding communication and negotiation abilities
A process-oriented approach
High school diploma or equivalent
Supervisory experience may be required
Proficiency with technology, especially computers, software applications, and phone systems
Excellent problem-solving skills
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Strong communication skills and attention to detail when conveying information
Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH

Nice To Haves

More education, especially in a supervisory role is preferred

Responsibilities

Align with the Servant Leadership philosophy
Actively monitoring the Medical Marijuana team chat when scheduled
Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume
Actively communicating with the other leads regarding breaks and other issues that directly impact team performance
Taking calls in queue when required
Accepting live transfers from agents for supervisor requests from callers
Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent
Reviewing and escalating tickets in Salesforce in a timely manner
Immediately answer questions and requests for password and/or email updates from agents in chat
Anticipate escalation and take over calls from agents when needed
Fully knowledgeable about processes and policies related to the Medical Marijuana team
Monitor team attendance and report excessive deviations from schedule to project leadership and management
Keep management informed on any issues and problems affecting team performance
Keep up to date with changes to processes in RightAnswers