ID # 003

Job title Team Lead

Reports to: Floor Manager(s)

FLSA Status: Non- Exempt

Job Summary

The Team Lead’s primary responsibility is to supervise the day-to-day operations of the division, ensuring employees are on time, performing and meeting daily, weekly and monthly goals. Other responsibilities include employee motivation, coaching and developing employees. The Team
Lead ensures that the shift is adequately staffed and that schedules are adhered.

Duties and Responsibilities

• Monitor operators by walking the floor and infinity supervisor program
• Supervise all operators on the floor regardless of team designation
• Ensure individuals/team meet or exceed performance metrics by communicating performance goals and providing on-going feedback to PCRs regarding performance feedback
• Monitor and manage each PCRs performance by utilizing call reports at the individual, and team level
• Handle escalated calls from irate patients/clients, manages the process to ensure resolution of service issue related to escalate the calls
• Support the Operations Manager and Workforce Manager to ensure staff is properly following their schedules
• Provide regular performance reports to Operations Manager
• Conduct annual performance reviews and utilize rewards and recognition programs to drive appropriate results
• Add tickets to the C4H Ticketing System and follow up as needed
• Be on-call if PCRs, Floor Champs or other Team Leads call out
• Monitor and manage Call 4 Health’s Performance Points Metrics System
• Update “Focus on The Call” site with employee tardiness, absences, coaching sessions, etc.
• Perform other duties assigned by Management
• Other duties assigned dependent on various departments

Supervisory Responsibilities: Assist in selection of employees; and coaches and assesses performance for 5 to 10 employees.

Education and/or Experience

• AS Degree in Business Administration or equivalent
• Call Center Experience
• Team Lead or Supervisor Experience

Tools and Equipment Used

Computer, including word processing, spreadsheet, email and database application software; printer; phone; scanning equipment; copy machine; and fax

2855 S. Congress Ave. Suites A & B 601 Global Way Suites 106-107 5000 Northfield Drive Suite 510

Delray Beach, FL 33445 Linthicum Heights, MD 21090 Spring Hill, TN 37174 www.call4health.com

Qualifications

• Great Communication and Customer Service Skills
• Spelling, Typing and Sentence Structure Skills
• Active listening skills
• Able to Multi-task and Motivate other
• Great Attitude & Attendance
• Team Player; Receptive to Feedback & Coaching
• Accountable & Compassionate

Willingness to Teach and be Taught

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to sit for long periods of time, walk, talk; hear and comprehend. The employee is occasionally required to stand; use hands to operate keyboard, phones, (and other office equipment listed above); stoop, kneel, or crouch.

Work Environment

• Able to work in a fast paced, noisy Call Center environment
• Able to have professional working relationships with various personalities
• Flexible, Adaptable to constant change, Ability to deal with stress

This job description may change, and/be modified with or without notice based on the department, client and/or company needs.

Approved by: Director of Operations & the Human Resource Department

Date approved: June 2017

2855 S. Congress Ave. Suites A & B 601 Global Way Suites 106-107 5000 Northfield Drive Suite 510

Delray Beach, FL 33445 Linthicum Heights, MD 21090 Spring Hill, TN 37174 www.call4health.com

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Ability to commute/relocate:

• Linthicum Heights, MD 21090: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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