Team Leader, Call Center

DEPARTMENT: Group Operations
REPORT TO: Operations Manager
STATUS: Exempt
UNION AFFILIATION: Non-Union
SCHEDULE: Full Time (40 hours)

Work Location and actual schedule varies based on company needs; schedules subject to change with notice.

JOB OVERVIEW:
The Team Leader-Call Center will participate directly in presenting the “Face/Voice” of
Company’s services to our current and potential patient populations and provide direct
supervision to Service marketing representatives assigned to their team, including training,
coaching, counseling, review of employee performance and adherence to company polices and guidelines; Team Leader is a motivator to strive for Service Excellence!

ESSENTIAL FUNCTIONS:
1. Responsible for New Employee Call Center Training, along with Team Leader
assigned to Team Training, periodic guidelines review and team updating.
2. Responsible for Team Members schedules, monitoring of call performance
indicators, historical data reports and real time split skill performance to assigned
staff to best handle call volumes (anticipated and unplanned spikes in calls).
3. Provide timely and accurate reports on call center statistical and quality performance,
results of patient contacts and projects assigned to staff.
4. Responsible for managing team leave requests and team resources to best meet
company performance goals, Team service observations and staff evaluations with
feedback to individuals and team; provide data analysis and performance reporting
as requested.
5. Schedule and conduct monthly team staff meetings and review team members for
entry into the Call Center Quarterly and Annual Recognition Program(s).
6. Provide elevated call assistance to Team members to intervene in assisting
customers; trend requests for assistance, identify opportunities to manage calls and patient requests via useful tools/approaches and share with individuals, team and Call center as a whole.
7. Perform all duties and functions of Service Marketing Representatives, as directed by
Operations Manager.
8. Provide Team Leader coverage, as requested by Operations Manager, for Outreach
Team that may be necessary from time to time.
9. Performed other duties as needed.

SKILLS REQUIRED:
1. Excellent communication and interpersonal skills; including but not limited to over-
the-phone speaking voice and clarity.
2. Ability to utilize various computer systems, including but not limited to Microsoft
Word, Excel and PowerPoint and company scheduling and intra-net systems; able to pass company minimum keyboarding tests.
3. Demonstrated organizational skills, timeliness is managing tasks and ability to
analyze and forecast team needs based on volume trends identified.
4. Demonstrated ability to establish and maintain excellent customer and employee
relations.
5. Demonstrated ability to motivate others and be a team player/leader.
6. Bi-lingual communication (verbal / written), a plus.

EXPERIENCE REQUIRED:
A minimum of two (2) years experience in a service-related function. Previous call center and /or
healthcare customer service type position, previous team leader or supervisory experiences are a
plus.

EDUCATION REQUIREMENTS:
Minimum requirement is a High School diploma or equivalency Associate Degree preferred.

This job description is intended to provide a general overview of the functions and tasks that may be essential to the position. It is not intended to be all-inclusive, nor any contract of employment. As such, the management of Preferred Health Partners (“PREFERRED HEALTH PARTNERS”) may request any employee to perform functions and/or tasks that have not been stated in this document, or routinely assigned, bus is deemed appropriate and reasonable. Furthermore, “PREFERRED HEALTH PARTNERS” does reserve the right to modify the functions and/or tasks performed relative to the position for which this job description has been prepared at its discretion and at any time. It is understood that the employment relationship may be terminated “at will” at any time and without cause or notice by either the employee or the Company.

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