Customer Service Team Leader/Trainer
MediTech - St. Louis, MO

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One of our competitive strengths is its diverse technological expertise and commitment to scientific innovation. The company's unique combination of capabilities in medical devices, pharmaceuticals and biotechnology, including specialty biologics, sets it apart from other companies in the healthcare industry.

Job Summary

This position is responsible for supervising a team of approximately 20 associates in a fast paced contact center. The Contact Center Supervisor is responsible for daily oversite and management of the contact center ensuring customer issues are addressed, service levels are achieved, and processes are followed by all associates.

Job Responsibilities:
Provide daily direction to contact center associates.

Ensure associates are adhering to schedules and that service levels are achieved on a daily basis

Work daily with workforce management team on managing service levels by being flexible for off phone time and assisting with coordinating overtime or early release time

Provide daily direction and coaching to associates. Ensure daily communication with team

Develop performance improvement plans as needed and follow through on all disciplinary actions

Hold monthly one-on-ones with associates providing constructive feedback on performance and ways they can continue to exceed in their position

Hold monthly team meetings to share pertinent information to entire team

Provide structured support to career development discussions ensuring associates understand their potential for growth within the company

Ensure customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with the associates

Must be able to handle escalations for all call types

Perform quality monitoring throughout the month on all associates, providing feedback as necessary

Participate in quality calibration sessions with the QA team ensuring consistency in scoring.

Drive employee engagement by being available, accessible and mentoring staff

Utilize all recognition and reward tools on a frequent basis

Assist in coordination of departmental activities for the associates (i.e. CS week, monthly celebrations etc.)

Complete all job training required to stay informed about new products, policies and practices

Any other duties as assigned by CS management.

Back up Workforce Management team as needed

Qualifications:
High School diploma required; some college preferred

Previous call center experience is strongly preferred

Outstanding telephone skills, including voice tone and courtesy

Ability to multi-task and prioritize as needed to meet departmental guidelines

Computer literate, especially with Windows applications

Intermediate knowledge of the Microsoft programs - Outlook, Word and Excel

Strong interpersonal skills and ability to work in a team environment

Demonstrated skills in providing feedback and coaching for improvement

Excellent problem solving skills and ability to grasp new procedures

Proven written communication and organizational skills

Ability to be self- managing

Our total compensation philosophy is to provide market-competitive pay while rewarding employees for individual and business performance. Our total compensation package includes base salary and may include incentive pay, such as cash bonuses and stock-based compensation. It also includes comprehensive benefits that vary by country, region and/or role, to help employees meet their healthcare, income-protection, financial, retirement and time-off needs.

Meditech - 18 months ago - save job - block
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Medical Information Technology knows what to prescribe for the operational disorders of health care information systems. The company, which...