Kelsey-Seybold

Team Lead Contact Center (SE)

US-TX-Pearland
2 weeks ago
Job ID
2017-18464
Category
Clerical/Administrative Support

Overview

Team Lead Contact Center

Location: Pearland Administrative Office

Department: Contact Center

Job Type: Full-Time

 

COMPANY PROFILE

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.​​

  

JOB SUMMARY

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)

 

Education     

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

 

Experience              

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.

 

Licenses 

A.  N/A

 

Special Skills          

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

 

Other      

A.       

  • Strong ability to coach, counsel and motivate performance to achieve winning results
  • Fluent in verbal and written English
  • Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.
  • Ability to work in a fast paced deadline-oriented environment with a high level of accuracy and excellent attention to detail
  • Strong organizational and time management skills
  • Effective project management skills       

 

B.  Fluent in Conversational Spanish

 

WORKING ENVIRONMENT

Call Center

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed