What are the responsibilities and job description for the Floor Support Team Lead position at Trulieve, INC?
Job Title: Floor Support Team Lead
Department: Customer Support Center
Reports To: Call Center Assistant Manager
FLSA Status: Regular
Location: Clearwater, FL
POSITION SUMMARY: The job of a Floor Support Team Leader is a highly-focused position to ensure a service-oriented and professional working environment by assisting with supervising the performance of team members. Team Leaders are knowledgeable of the industry and organizational procedures as well as exemplify leadership and Trulieve?s values. They lead their team through example as well as through effective coaching and communication
KEY DUTIES AND RESPONSIBILITIES:
- Answer questions from staff and provide guidance and feedback
- Anticipate escalations and take over calls when needed
- Keep management informed on issues and problems
- Ensure adherence to policies for attendance, established procedures etc.
- Assist with calls when the queue is high
- Communicate updates and other important information to the floor
- Keep current with updates to products and procedure
- Special projects given by the Operations Specialty Leads, CSCAMs, or CSCM
- Follows all Policy and Procedure as instructed
- Reports and addresses actions and behaviors that fall outside of Trulieve?s goals and standards of conduct
- Provides and schedules feedback meetings for Care Consultants
- Monitors daily, weekly, and monthly KPI reports
- Works directly with the Operations Specialty Leads and CSCAM