Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
JOB PURPOSE OR MISSION: Responsible for the day-to-day management, operation and accountability for a functional area. Makes decisions that could seriously affect the division, department and/or GHS System’s financial and performance objectives and strategic results. Develops and monitors the budget for area. Direct reports may include supervisors, and/or staff employees including responsibility for performance reviews, hiring, disciplinary actions and terminations. Performs duties for the age population served, as defined department’s scope of service.
PERFORMANCE CRITERIA
CRITERIA A: Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.
CRITERIA B: Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines, and the GHS Corporate Compliance Guidelines.
CRITERIA C: Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.
CRITERIA D: Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.
CRITERIA E: Cost Management - Employee demonstrates effective cost management practices.
CRITERIA F: Leadership – Employee demonstrates effective leadership by developing standards of performance, determining areas of responsibility and accountability and delegating authority.
CRITERIA G: Operations Management – Employee demonstrates the ability to give clear and concise instructions as to assignment objectives and methods, and reviews results at all critical points.
CRITERIA H: Performance Management – Employee demonstrates an awareness of employees’ development needs to improve work effectiveness, and insures that training and related programs are available to meet these needs.
CRITERIA I: Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.
JOB FUNCTIONS
ESSENTIAL JOB FUNCTIONS include, but are not limited to:
1. Ensures that objectives of the department or area of responsibility are administered.
2. Maintains an organized department to ensure efficiency, accuracy of work, and information flow.
3. Demonstrates effectiveness in directing the activities of the department.
4. Demonstrates effectiveness in controlling the daily activities of the department.
5. Manages the day-to-day operations of clinic staff and business office.
6. Prepares clinic’s operating and capital budgets in accordance with organizational goals and monitors adherence.
7. Performs all other duties as assigned.
SPECIFIC EXPERIENCE REQUIREMENTS
5 years experience in physician clinic management
Multi-clinic experience preferred
SPECIFIC EDUCATIONAL REQUIREMENTS
College degree preferred.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS
Possesses the ability to deal tactfully with physicians, personnel, patients, family members, visitors and the general public. Must have knowledge of information systems design and operations. Must be able to do extensive walking and standing.
HIPAA REQUIREMENTS:
Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: electronic medical records with limit to job function, patients demographics, information related to patient location relating to information given/excluded from the media.
SAFETY REQUIREMENTS:
Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: incident reporting, exposure control plans, hand washing, environmental rounds to ensure safety.