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Form of workOverview
Responsible for the hiring, development, performance and engagement of Care Center Representatives, who deliver compassionate and valued support to VRI's parents and grandparents. The Team Lead fosters a collective team culture that emphasizes mutual support and embraces industry and call center best practices. This position serves as a developmental role at VRI and may require participation in other projects and activities outside of the primary Care Center organization.
- Schedule: Start time of 12pm EST
- 4, 10 hour shifts Wednesday - Saturday
- 5, 8 hour shifts Tuesday - Saturday
Responsibilities
- Enables and motivates team members to deliver exceptional client experiences through ongoing support, development, empowerment, and positive reinforcement.
- Assists Care Center Managers with pulling metric data to develop and train team members which can include one-on-one meetings, sit behinds, and remote monitoring to ensure the quality of the client experience meets our parents and grandparents' expectations.
- Assists the Care Center Manager in coaching the team through one-on-one meetings, sit behinds, and remote monitoring to ensure the quality of the client experience meets our parents and grandparents' expectations.
- Assist Care Center Managers in development and follow through on all performance and coaching documentation.
- Able to fulfill all requirement of a Care Center representative.
- Manage the workload for the floor through effective escalation management, assigning secondary work, ensuring reports are completed, and understanding the Receiver room responsibilities.
- Partners with Talent Acquisition to identify, interview, and hire qualified Care Center Representatives.
- Leads by example in driving a culture of client centricity and ensures their team is managing daily activities appropriately to create the best employee and client experience possible.
- Ensures continuous improvement of the client experience by investigating and addressing root causes in a way that benefits the client and the business and assist with client escalations.
- Celebrate and share examples of exceptional client experiences.
- Collaborate with fellow Care Center Team Leads and Employee Support to improve the employee experience.
- Other duties as assigned.
- High School Diploma or GED required
- 1 - 3 years of related professional experience
- Excellent influencing skills
- Strong analytical and problem-solving skills
- Experienced at coaching peers or team members to improve performance
- An energetic pace along with a positive attitude
- Self-motivation and the ability to work independently and with teams
- The ability to engage team members and respect them as individuals
- Proficient in the use of Word, Excel, Outlook, and PowerPoint
- Excellent oral and written communication skills
- Proficient in managing multiple tasks as the same time
