Team Lead Contact Center
Location: Pearland Administrative Office
Department: Contact Center
Job Type: Full-Time
Kelsey-Seybold Clinic. Your Doctors for Life.
Since 1949, Kelsey-Seybold Clinic has served its patients with one goal in mind – combine the expertise of physicians in a variety of medical specialties, with the close personal care of a family doctor. Kelsey-Seybold is Houston’s largest community-based physician group, caring for more than 400,000 patients. With 21 clinic locations, we are growing to meet the health care needs of our diverse patient population. Our mission is to provide our team members with exceptional opportunities for professional and personal growth.
The Contact Center Team Lead reports directly to the Contact Center Management Team. The Contact Center Team Leader provides leadership, coaching, development and supports their team of Healthcare Service Representatives (HSRs) to attain the Contact Center service and performance goals. This position is responsible for identifying training and performance needs, monitoring phone performance, developing action plans for improving and sustaining team performance as well as participating and completing special projects as assigned.
EDUCATION REQUIREMENTS & EXPERIENCE REQUIREMENTS
(A = basics; B = preferred)
A. Associates Degree in Business, Health Care or related field or equivalent work experience
B. Bachelors e Degree in Business, Health Care or related field
A. 2 years supervisory experience in a call center environment (or equivalent experience)
Previous customer service experience
B. 3 – 5 years supervisory experience in a health care related call center.
A. Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word
Knowledge and experience with Call Center technologies including Call Routing and Workforce Management systems.
B. Previous experience and knowledge of Nortel Symposium
Experience and knowledge of Blue Pumpkin Workforce Management system
B. Fluent in Conversational Spanish