STATEMENT OF PURPOSE: The Call Center Team Lead position is responsible for supporting the Call Center Senior Manager to ensure that we are consistently delivering an outstanding Customer Experience in every interaction.
The Call Center Team Lead assists the staff with handling complex patient scheduling issues and handling of calls related to Cook County Health patient concerns, and departmental workflow issues, utilizing all available resources.
Call Center Team Leads provide ongoing training for call center representatives, they monitor of agent call handling, and provide regular feedback to their manager on improving customer service as the subject matter expert.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
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Maintain up-to-date knowledge of both our internal policies and procedures, as well as our clients; including adherence to the Privacy Act and HIPAA as it relates to the confidentiality of information released;
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Maintain up-to-date knowledge of John H. Stroger Jr. Hospital of Cook County policies and procedures as they apply;
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Support onsite and remote agent workforce;
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Excel in all functions performed by Call Center Representatives; acting as a Subject Matter Expert as it pertains to systems, policies, and procedures;
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Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions and give ongoing feedback;
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Conduct regular review of all call center agent performance and organize training sessions for under performers; coach agents when errors are identified;
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Ensure that all reports understand their major job responsibilities; as well as making sure that all employees have the skills needed;
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Monitor and score agent call interactions to ensure that that procedures and quality standards are strictly adhered to, as well as to observe employee demeanor, technical accuracy and conformity to company policies;
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Facilitate and organize training session for agents;
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Respond to customer telephone inquiries and recommend the appropriate corrective services to address customer needs and complaints; handle difficult customer situations and respond promptly to customer needs while soliciting feedback to improve service;
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Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit our clients;
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Provide essential information to manager as requested and on time;
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Monitor live call activity and support the manager with ensuring there is adequate coverage in all queues;
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Support and drive a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our customers expectations;
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Speak clearly, persuasively and professionally in positive and negative situations
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Take on other tasks or projects as directed by supervisor.
CORE COMPETENCIES:
Customer Focus -strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.
Managing Vision & Purpose - leads effectively by translating the organizations vision, mission and strategic objectives into challenging but attainable goals.
Developing Team Members - demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful.
Team Work - builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives.
Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior.
Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.
Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.
Work Environment - This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.