Team Leader
hace 1 mes
Job Summary:
As a Voicemail Team Leader at BruntWork, you will oversee a dedicated team of Voicemail Agents responsible for communicating prescription information to pharmacies. Your leadership will ensure the team operates efficiently and maintains the highest standards of service quality.
Key Responsibilities:
* Lead, train, and manage a team of Voicemail Agents to ensure accurate communication of prescription information via voicemail.
* Develop and implement training programs to enhance team skills and ensure adherence to company standards.
* Conduct regular quality assurance reviews and provide constructive feedback to maintain high-quality service.
* Manage scheduling to ensure full coverage across all shifts, including stepping in to cover shifts in cases of staff absence.
* Monitor team performance by setting KPIs and conducting performance evaluations to drive continuous improvement.
* Liaise with other departments to optimize communication processes and resolve any issues impacting service delivery.
* Maintain a thorough understanding of the company's systems and operational procedures to provide effective support and troubleshooting.
Requirements:
* Proven experience in a team leadership role, preferably in a call center or customer service environment.
* Excellent communication skills with a strong ability to manage and motivate a remote team.
* High level of proficiency in English, both verbal and written, with the capability to clearly articulate messages and instructions.
* Strong problem-solving skills and the ability to operate effectively in a fast-paced environment.
* Demonstrated ability to conduct training sessions and perform quality assessments.
* Flexibility to adapt to shifting priorities and manage multiple tasks simultaneously.
* Reliable and committed to ensuring team adherence to scheduled shifts for 24/7 coverage.
* Basic technical skills with familiarity in using computer systems and task management software.
Independent Contractor Perks:
* HMO Coverage for eligible locations
* Permanent work from home
* Immediate hiring
* Steady freelance job
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