Team Leader / Contact Center

Beltone•Parsippany, NJ

1d•$55,000 - $60,000•Onsite

About The Position

The Team Leader will lead a group of call center agents and coach them to provide exceptional customer experiences for our patients. This is a full-time position, working on site Monday – Friday (and every other Saturday with one day off during the week). The candidate we're looking for will have experience working in a healthcare related call center and managing standard call center metrics. In addition, we seek individuals who value servicing customers and are solutions oriented and positive influencers to their teams and colleagues.

Requirements

Accountability
Adaptability-Flexibility
Communication
Customer Focus
Listening Skills
Creativity/Innovation
Problem Solving-Analysis
Vision & Values
Collaborative Process-Teamwork
Dependability
Technical and Functional Ability
Ability to provide excellent customer experience, internally and externally
Ability to handle multiple priorities and exceptional organizational skills
Excellent verbal and written communication skills
Must be detail oriented
Ability to work successfully and collaboratively in a team environment
Excellent leadership, facilitation and decision-making skills
Strong problem-solving and analytical skills
Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs, Microsoft Office/Excel etc.
Ability to sit and perform extensive close keyboard and PC work.
Ability to walk, talk or hear.
Occasionally required to stand and reach with hands and arms.
Ability to meet deadlines and attendance standards.
This classification will be required to sign a confidentiality agreement.
Minimum of 3 years leadership experience within a call center, preferably in the medical industry, with customer service responsibility
Bachelor’s Degree or equivalent work experience

Nice To Haves

Experience working in a healthcare related call center
Managing standard call center metrics
Value servicing customers
Solutions oriented
Positive influencers to their teams and colleagues

Responsibilities

Answers agent questions regarding, policies, procedures, best practices or difficult calls.
Handles escalated patient calls and general complaints.
Overseeing and directing the flow of incoming calls, assigning work to the team and strategizing based on ebbs and flows of the business while ensuring that KPIs and metrics are met.
Lead and support the team while actively assisting with daily operations, including answering calls, quality assurance, trainings, and stepping in to help with workload as needed.
Identifies operational issues and suggests potential solutions to direct report.
Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate
Assist manager with hires, coaches and develops Call Center Agents to respond to patient questions
Ensures agents understand and comply with all call center objectives, performance standards, and policies.
Prepares reports and analyzes data to assist in determining call center goals.
Works with other members of the leadership team and home office to support agents and maximize patient satisfaction.
Maintains day to day call center operations (schedules, tasks. etc.), and correspondence workflows.
Issues written and oral instructions.
Prepares and performs individual monthly feedback sessions and associates’ yearly reviews
Ongoing analysis of procedures and calls to improve call handling and efficiencies.
Determines work procedures, prepares work schedules, and expedites workflow.
Conducts/attends various meetings and communicates information directly to team members.
Reviews timecards, attendance and schedules in accordance with attendance standards
Ensures that all company practices and policies are adhered to.
Willingness to work beyond scheduled hours when necessary to support team performance and meet operational demands.