What are the responsibilities and job description for the Call Center Team Leader position at Virginia Eye Institute?
The Virginia Eye Institute (VEI) is hiring! VEI is a large and dynamic practice of ophthalmologists and optometrists in the Richmond, VA area.
We are searching for a full-time Call Center Team Lead to join our busy practice.
Job Purpose
The Call Center Team Lead is a motivated and team-oriented leader. The Team Leader will provide support to our agents, who will in turn assist VEI patient in inbound/outbound contact regarding scheduling of ophthalmic appointments.
Duties and Responsibilities
- Contributes to the overall performance in the call center department through specific tasks including but not limited to:
- Assist in hiring, training and coaching employees to deliver efficient, quality responses to patients
- Monitor workflow process against productivity goals
- Assist in maintaining technical competence of staff by helping identify needs and assist with regular training
- Provide patients with excellent customer service
- Run reports as requested by Management
- Maintains confidentiality and adherence to all HIPAA requirements
- Work with Call Center Manager to identify day-to-day call center needs and help establish priorities to meet organizational goals
- Work on special projects as needed
- Primary resource handing call escalations
- Other duties as assigned
- Oversee Customer Service team performance to identify, analyze, and resolve process and service problems
- Troubleshoots issues and alerts
- Contributes to the success and development of individual employees and team
- Assist in the training and on-boarding of new employees
- Ensure call center representatives are fully informed of all new information related to processes, procedures and client needs
- Provide feedback on performance