At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

Summary:
The Customer Service Center - Team Lead is a senior level specialist within the Customer Service Center (CSC) reporting directly to the CSC Manager. The team lead is a cross-functional role providing day-to-day direction and guidance to level I and II CSC Specialists. Serves as the subject matter expert for all channels of communication (phone, email, webform, chat, and social media) and guides the team using established guidelines, procedures and policies. Assists with issues to promote first contact resolution and is the first point of contact to research and resolve the more complex or escalate issues. Responsible to ensure quality standards and accuracy, along with oversite for the information within the knowledge management tool. Assists with mentoring, training, coaching and developing team members. Uses reporting capabilities to review call volume and staffing to ensure peak performance to meet or exceed service level and KPI goals. Cross trains in different areas to expand knowledge base and develop new skills and will assist management with special projects as assigned. Additional Required skills include MS Office (Word, Outlook, Excel) and ability to grasp operational and strategic concepts/objectives, processes and procedures to follow and successfully support the team.

Minimum Qualifications:

BayCare Health System, Customer Service-BCHS

Location: BayCare System Office West

Status: Full Time, Exempt: No

Shift Hours: 9am - 5:30pm

Shift: Shift 1

Shift 1 = Days, 2 = Evenings, 3 = Nights, 4 = Varies

Weekend Work: Occasional

On Call: No

How often will this team member be working remotely? Always

Equal Opportunity Employer Veterans/Disabled