Team Lead Call Center Remote

Call 4 Health•, TX

1d•Remote

About The Position

The Team Lead’s primary responsibility is to supervise the day-to-day operations of the division, ensuring employees are on time, performing and meeting daily, weekly and monthly goals. Other responsibilities include employee motivation, coaching and developing employees. The Team Lead ensures that the shift is adequately staffed and that schedules are adhered.

Requirements

AS Degree in Business Administration or equivalent
Call Center Experience
Team Lead or Supervisor Experience
Great Communication and Customer Service Skills
Spelling, Typing and Sentence Structure Skills
Active listening skills
Able to Multi-task and Motivate others
Great Attitude & Attendance
Team Player; Receptive to Feedback & Coaching
Accountable & Compassionate Willingness to Teach and be Taught

Responsibilities

Constant monitoring of team chats and EZ waits
Supervise all operators regardless of team designation
Ensure individuals/team meet or exceed performance metrics by communicating performance goals and providing on-going feedback to PCRs regarding performance feedback
Monitor and manage each PCRs performance by utilizing call reports at the individual, and team level
Handle escalated calls from irate patients/clients, manages the process to ensure resolution of service issue related to escalate the calls
Support the Operations Manager and Workforce Manager to ensure staff is properly following their schedules
Provide regular performance reports to Operations Manager
Conduct annual performance reviews and utilize rewards and recognition programs to drive appropriate results
Add tickets to the C4H Ticketing System and follow up as needed
Be on-call if PCRs, Floor Champs or other Team Leads call out
Monitor and manage Call 4 Health’s Key Performance Indicators (KPI)
Update Ultipro site with employee tardiness, absences, coaching sessions, timesheets,etc.
Perform other duties assigned by Management
Other duties assigned dependent on various departments
Assist in selection of employees; and coaches and assesses performance for up to 15 employees.