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Customer Service Team Lead

2 months ago

New York, New York, United States WCM-Q Full time

Job Summary

We are seeking a highly skilled Customer Service Specialist to join our team at WCM-Q. The successful candidate will be responsible for ensuring the day-to-day activities of the call center run efficiently.

Key Responsibilities

  • Provide leadership and guidance to staff in the absence of the Manager, and as per their direction.
  • Participate in all day-to-day activities of the call center, providing support and backup as needed.
  • Troubleshoot patient and staff issues, and escalate difficult situations to the Manager.
  • Advise staff on Key Performance Indicators (KPIs) to promote areas for improvement in customer service, and develop recommendations for new KPIs to enhance monitoring of operations.
  • Assist in the utilization of reports from the telephone system to review call center performance and overall management of call demand.
  • Assist with anticipating and arranging for coverage during vacation, sick, or personal time.
  • Develop and implement call center policies to improve operations and patient care, analyzing and evaluating workflows to ensure maximum efficiency and patient satisfaction.
  • Serve as a subject matter expert in the use of the telephone system application, assisting staff in navigating the system, troubleshooting issues, and improving efficiency.

Requirements

  • Bachelor's Degree in a related field.
  • Approximately 2 years of prior related experience in a customer service lead role.
  • Ability to demonstrate excellent customer service skills in person, via email, and on the telephone.
  • Ability to handle multiple simultaneous demands and prioritize work.
  • Demonstrated excellent verbal and written communication, and interpersonal skills, with the ability to foster a cooperative work environment.

Working Conditions

Standard office work; the role will require long periods of time in a sitting position.