Team Leader, Customer Service​/HelpDesk

Location

35 Waterview Blvd., Suite 205, Parsippany, NJ, 07054, United States

$55,000.00 - $60,000.00 / Year

Customer Service, Contact Center Operations, Customer Support

Full Time

• Name:
  Kyle Fiore
• Phone:

Come join us as a Team Leader of our Call Center in Parsippany, NJ, where you can make a difference!

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.

• Answer agent questions regarding policies, procedures, best practices or difficult calls.
• Handle escalated patient calls and general complaints.
• Oversee and direct the flow of incoming calls, assign work to the team and strategize based on ebbs and flows of the business while ensuring that KPIs and metrics are met.
• Lead and support the team while actively assisting with daily operations, including answering calls, quality assurance, training, and stepping in to help with workload as needed.
• Identify operational issues and suggest potential solutions to direct reports.
• 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 hiring, coaching, and developing 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 conduct individual monthly feedback sessions and associates’ yearly reviews.
• Perform 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.
• Demonstrate 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

• Provide excellent customer experience, internally and externally.
• Handle multiple priorities and demonstrate exceptional organizational skills.
• Excellent verbal and written communication skills.
• Detail oriented.
• Work successfully and collaboratively in a team environment.
• Exhibit excellent leadership, facilitation, and decision‑making skills.
• Strong problem‑solving and analytical skills.
• Strong technical proficiency, including experience with Contact Center Phone Software, 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.
• Classification requires signing a confidentiality agreement.

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

• Bachelor’s Degree or equivalent work experience.

• Full‑time
• 401(k) with match
• Health insurance
• Company‑paid life insurance
• Paid time off
• Vision insurance
• STD/LTD
• Critical illness coverage

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

$55,000 - $60,000 per year