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Call Center Team Lead

3 months ago

Chicago, United States The Chicago Lighthouse Full time
Job Details

Job Location
Chicago, IL

Position Type
Full Time

Education Level
High School/GED

Salary Range
$19.50 - $20.50 Hourly

Travel Percentage
None

Job Shift
Day

Job Category
Customer Service

Job Description

STATEMENT OF PURPOSE: The Call Center Team Lead position is responsible for supporting the Call Center Operations Leadership Team to ensure that we are consistently delivering an outstanding Customer Experience in every interaction.

The Team Lead assists the staff with handling complex patient scheduling issues and handling of calls related to patient concerns, and departmental workflow issues, utilizing all available resources.

Team Leads provide ongoing training for medical schedulers, they monitor of agent call handling, and provide regular feedback to their manager on improving customer service as the subject matter expert.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
  • Maintain up-to-date knowledge of both our internal policies and procedures, as well as our customers; including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
  • Maintain up-to-date knowledge of customer's policies and procedures as they apply
  • Support onsite and remote agent workforce;
  • Excel in all functions performed by Medical Schedulers; acting as a Subject Matter Expert as it pertains to systems, policies, and procedures;
  • Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions and give ongoing feedback;
  • Conduct regular review of all medical scheduler's performance and organize training sessions for under performers; coach agents when errors are identified;
  • Ensure that all reports understand their major job responsibilities; as well as making sure that all employees have the skills needed;
  • Monitor and score agent call interactions to ensure that that procedures and quality standards are strictly adhered to, as well as to observe employee demeanor, technical accuracy and conformity to company policies;
  • Assist in training staff as needed to enhance tenured agent performance and new agent onboarding experience;
  • Respond to customer telephone inquiries and recommend the appropriate corrective services to address customer needs and complaints;
  • Handle difficult customer situations and respond promptly to customer needs while soliciting feedback to improve service;
  • Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit our customers;
  • Provide essential information to manager as requested and on time;
  • Monitor live call activity and support the manager with ensuring there is adequate coverage in all queues;
  • Support and drive a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customers' expectations;
  • Speak clearly, persuasively and professionally in positive and negative situations
  • Take on other tasks or projects as directed by supervisor.
CORE COMPETENCIES:
  • Customer Focus Strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers;
  • Managing Vision & Purpose Leads effectively by translating the organization's vision, mission and strategic objectives into challenging but attainable goals;
  • Developing Team Members Demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful;
  • Team Work Builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives;
  • Integrity & Trust Acts in accordance with the highest standards of ethical conduct and behavior;
  • Problem Solving Employs analytic abilities and other tools to creatively resolve problems in a variety of contexts;
  • Safety Demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture;
  • Work Environment This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers.
SKILLS AND EXPERIENCE REQUIRED:
  • High School diploma or equivalent required;
  • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks;
  • Must be able to speak English clearly and professionally;
  • Must be able to type a minimum of 30 words per minute;
  • Ability to effectively work within established contractual turnaround times;
  • Proven ability to work as a member of a team is required;
  • Ability to multitask in a fast-paced environment;
  • Advanced proficiency with MS Office applications (word and excel);
  • Proven ability to learn new workflow processes, applications and systems quickly;
  • Will be required to complete program update training, as warranted, and successfully implement that knowledge in day to day operations;
  • Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
  • 10 days paid vacation
  • 12 paid holidays
  • 6 sick days accrued over the year, up to 16 days available to be accumulated
  • Insurance Eligibility the 1st of the month after 30 days of employment
    • Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered
  • Short/long term disability
  • Life insurance 2x salary
  • Employee recognition events
  • Company matched 401(k) plan
  • Reasonably priced delicious food options on site (except at Glenview location)
  • Access to micro-kitchens

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.