• Customer Care Team Leader

    Location US-PA-Bala Cynwyd
    Job ID 2018-1069
  • Overview

    About Company:

     

    Connect America is the largest independent provider of medical alarms.   The Company is the largest provider in the Consumer segment and the fastest growing provider in the Healthcare segment offering a broad range of at home or on-the-go medical alarm and tele-health solutions to consumers, hospitals, home healthcare agencies, and healthcare professionals nationwide.  All Connect America medical alarms are sold nationwide, and protect customers 24 hours a day, 7 days a week.

    The Company is headquartered just outside Philadelphia, Pennsylvania in Bala Cynwyd, Pennsylvania and operates a sales center in Glen Mills, Pennsylvania.   Connect America is a leading marketer in the industry under the brand Medical Alert.

     

    Description


    Connect America is seeking a Customer Care Team Lead to support: training, coaching, mentoring within the Customer Care Department. Ensuring the achievement of department/organizational Key Performance Indicators (KPIs) in this fast-paced call center is crucial to the organizations success strategies.

    Responsibilities

    Responsibilities:

    • Serves as traffic, floor and general supervisor; directing phone flow and taking agent questions to help with call management.
    • Must possess a strong understanding of processes and can train new employees as well as existing employees on changes and updates.
    • Must have a thorough understanding of call metrics to assign work as the business needs dictates.
    • May monitor and assist agents when prompted and carry out lead responsibilities in accordance with the organization’s policies and procedures.
    • Monitor calls to observe employee demeanor, technical accuracy and conformity to company policies;
    • Provide coaching to representatives when opportunities to improve are identified
    • Complete Quality evaluations regularly, to ensure compliance and customer experience interactions are sufficient and improving.
    • Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service;
    • Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit the patients
    • Motivate and lead others to meet set goals and objectives.
    • Exercise independent judgment within generally defined objectives and policies and must be able to communicate with other departments, senior management, functional peer groups, technical staff, and customers to ensure satisfactory customer support and gain cooperation among teams.
    • Strong written and verbal communication skills; able to participate in executive level conferences and report meetings
    • Work with the supervisors on any agents having issues understanding concepts or process

    Qualifications

    Desired Skills and Experience

    • Four-year college degree preferred
    • 2 – 5+ years in a call center environment
    • 2 – 5+ year leadership experience
    • Exceptional proven and effective analytical skills
    • Strong interpersonal, communication, planning and organizational skills
    • Demonstrated ability to manage customers and employees with technology-based services
    • Demonstrated ability to manage multiple projects and priorities
    • Must be highly competent with Windows, PowerPoint, Excel, Word and Outlook
    • Working understanding of quality measurement concepts

    Emphasizing Excellence, Presentation Skills, Decision Making, Coaching, Supervision, Quality Management, Delegation, Foster Teamwork, Talent Development, Giving Feedback

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