A team leader, leads, monitors, and supervises a group of employees to achieve goals that contribute to the growth of the organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility. The call center team lead resolves customer questions or complaints, assists the training department with developing programs and procedures to enhance productivity and performance. Compen... more details
At Towne Park, it’s more than a job, you can make an impact.
A career with us is rewarding in more ways than one.
As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do.
Towne Park is a place where you can make a difference and create smiles every day.
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SUMMARY
The Position: A team leader, leads, monitors, and supervises a group of employees to achieve goals that contribute to the growth of the organization. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility. The call center team lead resolves customer questions or complaints, assists the training department with developing programs and procedures to enhance productivity and performance.
Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The hourly rate for this position is $17.00 per hour.
Work Schedule: The work schedule for this position is Flex Shift / Candidate must be able to work both First and Second shift.
Paid Time Off: Employees accrue 0.0192 hours of PTO per hour worked up to a maximum of 40 hours per calendar year. Employees accrue 0.02 hours of floating holiday per hour worked up to a maximum of 32 hours per calendar year.
Benefits: Employees are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are also able to enroll in the company’s 401k retirement savings plan.
Benefit & PTO Eligibility: Eligibility requirements depend on your job classification, length of employment and number of hours worked. Paid time off and benefits are subject to change and may be subject to a specific plan or program terms.
Seasonal and temporary roles are not eligible for the paid time off and benefits outlined above.
Essential Job Functions:
· Lead, manage and motivates customer service advisors.
· Assists with Call Center Queues
· Possess solid verbal and written communications skills.
· Ability to create SOP (standard operating procedures)
· Support departmental projects and initiatives.
· Assists with the Development of Knowledge Data Base
· Develop and enforce KPI’s.
· Emails
· Works with the Quality Assurance Team.
· Documents all coaching.
· Evaluates team members.
· Assists with the training of new team members.
· Works closely with Call Center Supervisor, Trainer and Call Center Manager
· Additional duties as assigned.
Essential Qualifications:
· Minimum 2 year of customer service experience required.
o Preferably in a call center environment
· Possess solid verbal and written communications skills.
· Proficient in Word, Excel, PowerPoint, and Microsoft Office
· High School diploma (or equivalent) required.
· Minimum 2-5 years in a leadership role. Team Lead, Supervisor, Sr. Supervisor
· Reliable transportation to and from work
· Good organizational and problem-solving skills.
· Ability to work independently and within established guidelines.
· Ability to follow direction.
· Ability to effectively work within a team.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
· Ability to stand and sit for long periods of time.
· Vision: See in the normal visual range with or without correction.
· Hearing: Hear in the normal audio range with or without correction.
The duties listed herein are typical of this position. This list should not be construed as exclusive or all-inclusive. Other duties may be assigned and required. All duties must be performed in accordance with PSI established standards and procedures. By signing below I acknowledge I have reviewed and am able to perform the Essential Job functions with or without reasonable accommodations.
