Call Center Team Lead

Call Center Team Lead

Requirements

• Customer and Patient Service – Knowledge of principles and processes for providing customer and patient services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Administration and Management – Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• English Language – Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
• Education and Training – Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
• Personnel and Human Resources – Knowledge of principles and procedures for personnel.

Responsibilities

• Ensuring the delivery of high-quality healthcare by managing and leading a team of employees.
• Communicating company goals, safety practices, and deadlines to the team.
• Motivating team members and assessing their performance.
• Providing help to management, including hiring and training, and keeping management updated on team performance.
• Communicating concerns and policies among management and team members.
• Interviewing, hiring, and training employees.
• Planning, assigning, and directing work.
• Appraising performance.
• Rewarding and disciplining employees.
• Addressing complaints and resolving problems.
• Directly supervising a team of 15-20 call center reps.

Preferred Qualifications

No preferred qualifications provided.