Lead Operations for Customer Support Center

2 weeks ago

Clearwater, United States Leafwire Full time

Customer Support Center Operations Lead

Department: Call Center

Reports to: Call Center Assistant Manager

FLSA Status: Non Exempt

Salary: Based on Experience

ROLE SUMMARY

This role is pivotal in overseeing and enhancing the performance of the Customer Support Center teams that engage with patients or address patient-related concerns. As a senior position, the Operations Lead collaborates closely with the Customer Support Center Manager and Assistant Managers to gather insights, pinpoint operational enhancements, and execute modifications within management protocols.

KEY DUTIES AND RESPONSIBILITIES

  • Assist in the recruitment, onboarding, and training of new staff for patient-facing roles (Floor Support, Chat, Phones).
  • Provide guidance and feedback to Consultants by addressing inquiries.
  • Monitor systems and alert management regarding any operational issues.
  • Track daily, weekly, and monthly metrics of the Support Center.
  • Deliver coaching and constructive feedback to team members.
  • Complete tasks assigned by the Call Center Assistant Manager or Call Center Manager.
  • Engage in calibration meetings with departments and management related to Support Center operations.
  • Collaborate with Workforce Management to ensure adequate scheduling for all Support Center functions.
  • Schedule one-on-one meetings and team discussions with assigned employees.
  • Analyze trends and team performance metrics.
  • Devise solutions for challenges encountered within the Support Center.
  • Communicate performance trends to Call Center Management on a regular basis.
  • Assist Management with processing HR-related documents and performance evaluations.
  • Work with internal and external departments to fulfill assigned projects (IT, HR, QA, etc.).
  • Manage daily floor updates, notifications, training, and various operational tasks.

SKILLS, EDUCATION, AND QUALIFICATIONS

  • High School Diploma or equivalent.
  • 1-2 years of experience in a communication-focused role.
  • Preferred: Minimum of 2 years in a supervisory or managerial capacity.
  • Highly motivated, confident, and energetic.
  • Exceptional verbal and written communication skills.
  • Experience leading cross-functional teams and resolving complex issues.
  • Organized and adaptable in a fast-paced environment.
  • Strong belief in teamwork and relationship building.
  • Excellent interpersonal skills with the ability to communicate across various organizational levels.
  • Self-motivated with a commitment to staying informed about industry standards.
  • Proficient in basic computer operating systems (Microsoft Office, CRM software).
  • Must possess the mental and physical capabilities to perform job duties.
  • Valid driver's license and a clean driving record required.
  • Ability to pass background checks and drug screenings.
  • Must be at least 21 years of age.

PHYSICAL DEMANDS, WORK ENVIRONMENT AND ADDITIONAL CONDITIONS

Must be able to work seated for extended periods. Ability to see and hear, or use prosthetics, to meet job requirements is essential. The role requires a professional demeanor to effectively serve a diverse patient base. Quick identification and provision of additional support during challenging situations are necessary to maintain high standards of customer service.

OTHER REQUIREMENTS

40+ hours weekly with flexible hours based on company needs. Availability for evenings, weekends, and holidays is required.

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