Job Summary
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.
Duties and 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
Supervisory Responsibilities: Assist in selection of employees; and coaches and assesses performance for up to 15 employees.
Education and/or Experience
• AS Degree in Business Administration or equivalent
• Call Center Experience
• Team Lead or Supervisor Experience
Tools and Equipment Used
Computer, including word processing, spreadsheet, email and database application software; printer; phone; scanning equipment; copy machine; and fax
Qualifications
• 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
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to sit for long periods of time, walk, talk; hear and comprehend. The employee is occasionally required to stand; use hands to operate keyboard, phones, (and other office equipment listed above); stoop, kneel, or crouch.
Work Environment
• Able to have professional working relationships with various personalities
• Flexible, Adaptable to constant change, Ability to deal with stress This job description may change, and/be modified with or without notice based on the department, client and/or company needs.
Remote Work Environment
• Employees are expected to maintain a distraction and noise-free work environment.
• Should we review calls, we should not hear eating, drinking, TVs, children, or pets in the call.
• Employees are expected to turn cameras on for all training and meetings.
• Agents should be in scrubs and team leads should be business casual according to the dress code policy