Overview:
We are seeking a highly motivated and experienced Call Center Team Lead to join our call center team. As a Call Center Team Lead, you will be responsible for supervising and managing a team of customer service representatives that provide answering service to the medical community.
The ideal candidate will have excellent communication skills, strong leadership abilities, and a passion for delivering exceptional customer service. On-Call required every 4-5 weeks .
Shift:
Sunday-Thursday 3pm-11pm ONSITE
Training 2-3 weeks between 9am-6pm
Duties:
- Analyze call center performance metrics and identify areas for improvement
- Manage and supervise a team of customer service representatives
- Provide coaching, training, and feedback to team members to enhance their performance
- Monitor calls to ensure quality standards are met and provide guidance as needed
- Handle escalated customer inquiries or complaints in a professional and timely manner
- Collaborate with other departments to resolve customer issues and improve overall customer experience
- Develop and implement strategies to increase customer satisfaction and retention
- On-Call every 4 weeks
Experience:
- Minimum of 4 years of experience in a call center environment
- Proven track record of success in a supervisory or team lead role
- Strong customer service skills with the ability to handle difficult situations effectively
- Excellent communication skills, both verbal and written
- Ability to multitask and prioritize tasks in a fast-paced environment