Customer Service Team Lead
hace 4 semanas
**Workplace Options**:
Founded in 1982, Workplace Options is the largest independent provider of holistic wellbeing solutions. Through our customized programs, and comprehensive global network of credentialed providers and professionals, we support individuals to become healthier, happier and more productive both personally and professionally. Trusted by 51% of Fortune 500 companies, we deliver high quality care digitally and in-person to over 75 million individuals across 116,000 organizations in more than 200 countries and territories. At WPO, you will be joining a team that is committed to improving employee wellbeing around the world.
**Description**:
**Responsibilities**:
- Review and assign cases/call-backs for their team
- Prioritize VIP Cases and assign appropriately
- Maintain and update all training documents, templates, and job aids for team
- Ensure that team meets daily and monthly production goals
- Facilitate team meetings weekly to provide updates and enrich team
- Schedule a minimum of two in-house training sessions for team each year
- Respond to all questions related to complaints for your content team and team members
- Conduct interviewing, hiring, and training of all new staff members on team and assist other Team Leads in this responsibility
- Monthly One-on-One meetings with each staff member of the team
- Administer performance reviews to all team members, and issue performance improvement plans to team members when appropriate
- Responsible for daily production reports, including end-of-day updates
- Conduct monthly case, RMS and intake quality audits
**Skills**:
- Professional and polished demeanour
- Exceptional organizational, relationship building and interpersonal communication skills
- Able to manage time effectively in order to handle multiple tasks
- Strong ability to work with a team or group of people efficiently
- Able to handle fast-paced and ever-changing environment
- Desire to want to see the department improve and be willing to initiate change
**Required Education/Qualifications**:
- Bachelor’s degree
- Previous management experience
- Strong English and Spanish; verbal and written communication skill
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