Team Leader, Customer Service​/HelpDesk

Job Details

• Location: 35 Waterview Blvd., Suite 205, Parsippany, NJ 07054, United States
• Base Pay: $55,000.00 - $60,000.00 / Year
• Job Category: Customer Service, Contact Center Operations, Customer Support
• Employee Type: Full Time

• Name: Kyle Fiore
• Phone:

We are currently seeking a Team Leader, Call Center to join our growing team. The Team Leader will lead a group of call center agents and coach them to provide exceptional customer experiences for our patients. This is a full-time position, working on site Monday – Friday (and every other Saturday with one day off during the week).

The candidate we're looking for will have experience working in a healthcare related call center and managing standard call center metrics. In addition, we seek individuals who value servicing customers and are solutions oriented and positive influencers to their teams and colleagues.

• Lead and support the team while actively assisting with daily operations, including answering calls, quality assurance, trainings, and stepping in to help with workload as needed.
• Monitor and evaluate agent performance, provide learning or coaching opportunities, complete fact finding as needed and implement counseling/corrective action when appropriate.
• Assist manager with hires, coach and develop Call Center Agents to respond to patient questions.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Prepare reports and analyze data to assist in determining call center goals.
• Work with other members of the leadership team and home office to support agents and maximize patient satisfaction.
• Maintain day-to-day call center operations (schedules, tasks, etc.), and correspondence workflows.
• Issue written and oral instructions.
• Prepare and perform individual monthly feedback sessions and associate yearly reviews.
• Ongoing analysis of procedures and calls to improve call handling and efficiencies.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Conduct/attend various meetings and communicate information directly to team members.
• Review timecards, attendance and schedules in accordance with attendance standards.
• Ensure that all company practices and policies are adhered to.
• Willingness to work beyond scheduled hours when necessary to support team performance and meet operational demands.

• Accountability
• Adaptability–Flexibility
• Communication
• Customer Focus
• Listening Skills
• Creativity/Innovation
• Problem Solving–Analysis
• Vision & Values
• Collaborative Process–Teamwork
• Dependability
• Knowledge, Skills & Abilities

• Ability to provide excellent customer experience, internally and externally.
• Ability to handle multiple priorities and exceptional organizational skills.
• Excellent verbal and written communication skills.
• Must be detail oriented.
• Ability to work successfully and collaboratively in a team environment.
• Excellent leadership, facilitation and decision-making skills.
• Strong problem-solving and analytical skills.
• Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs, Microsoft Office/Excel etc.

• Ability to sit and perform extensive close keyboard and PC work.
• Ability to walk, talk or hear.
• Occasionally required to stand and reach with hands and arms.

• Ability to meet deadlines and attendance standards.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.

• Minimum of 3 years leadership experience within a call center, preferably in the medical industry, with customer service responsibility.

• Bachelor’s Degree or equivalent work experience.

• 401(k) with match
• Dental insurance
• Health insurance
• Company Paid Life insurance
• Paid time off
• Vision insurance
• STD/LTD
• Critical Illness

Must be able to reliably commute to our Parsippany office M-F.

$55,000 - $60,000 per year