Call Center Team Lead

At Passport Health, we prioritize an employee-first environment where team members feel valued and motivated. We are looking for an intuitive leader who can inspire and guide our call center staff to achieve their best. As a Call Center Team Lead, you will play a critical role in driving performance, fostering a positive work culture, and ensuring exceptional customer service.

Join us and lead with passion, precision, and purpose. Apply now to make a meaningful impact and advance your career with Passport Health. 

Client Sales Representative (CSR) Lead Position Description:

The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and development of staffing, training, scheduling and reward/recognition programs.

The Customer Service Lead Position that has been offered is a full time hourly paid position, with the ability to earn up to 40 hours per week. Passport Health reserves the right to increase or decrease the hours available as needed to meet business needs. Schedules will be determined by the Director of Call Center Operations.

The following Responsibilities are to be conducted in an office setting:

● Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

● Provides continual evaluation of processes and procedures.

● Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

● Provides statistical and performance feedback and coaching on a regular basis to each team member.

● Writes and administers performance reviews for skill improvement.

● Ensures employees have appropriate training and other resources to perform their jobs.

● Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

● Addresses disciplinary and/or performance problems per company policy.

● Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

● Assists the manager/supervisor with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

● Works as a member/leader of special or ongoing projects that are important to area/process improvement.

● Uses appropriate judgment in upward communication regarding department or employee concerns.

● Take overflow inbound calls during high volume intervals / days

● Conduct a minimum of 2 quality audits per CSR per month, (additional for lower performers)

● Performs other duties assigned by the CSR Supervisor/Director.

Requirements:

● Attendance is a fundamental factor within all levels of the call center environment. Attendance, punctuality, and reliability is a requirement.

● Knowledgeable in Microsoft Products, Word, Excel, PowerPoint (Experience with Google a Plus)

● Ability to learn internal systems, (Passageware, Twilio, etc.), policies and procedures and CSR functions quickly to act in the Lead role.

● Must have coaching and a minimum of 1-year leadership experience in a call center or related customer service environment

● Positive Attitude / Must work well with others; lead by example

● Ability to be flexible within your schedule / time (Saturdays & Sunday required on a rotational basis)

● Must be able to effectively problem-solve, manage workload and coach individuals when dealing with interpersonal conflict, customer issues, and/or time demands