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Kelsey-Seybold Clinic, Pa

Team Lead Contact Center (SE)

Kelsey-Seybold Clinic, Pa - Pearland, TX

Overview
Team Lead Contact Center
Location: Pearland Administrative Office
Department: Contact Center
Job Type: Full-Time
 
COMPANY PROFILE
Kelsey-Seybold Clinic. Your Doctors for Life.
Since 1949, Kelsey-Seybold Clinic has served its patients with one goal in mind \u2013 combine the expertise of physicians in a variety of medical specialties, with the close personal care of a family doctor. Kelsey-Seybold is Houston\u2019s largest community-based physician group, caring for more than 400,000 patients. With 21 clinic locations, we are growing to meet the health care needs of our diverse patient population. Our mission is to provide our team members with exceptional opportunities for professional and personal growth.\u200b\u200b
  
JOB SUMMARY
The Contact Center Team Lead reports directly to the Contact Center Management Team. The Contact Center Team Leader provides leadership, coaching, development and supports their team of Healthcare Service Representatives (HSRs) to attain the Contact Center service and performance goals. This position is responsible for identifying training and performance needs, monitoring phone performance, developing action plans for improving and sustaining team performance as well as participating and completing special projects as assigned.
 
EDUCATION REQUIREMENTS & EXPERIENCE REQUIREMENTS
(A = basics; B = preferred)
 
Education     
A.  Associates Degree in Business, Health Care or related field or equivalent work experience
 
B.  Bachelors e Degree in Business, Health Care or related field
 
Experience              
A.  2 years supervisory experience in a call center environment (or equivalent experience)
      Previous customer service experience    
 
B.  3 \u2013 5 years supervisory experience in a health care related call center.
 
Licenses 
A.  N/A
 
Special Skills          
A.  Experience using Microsoft Excel, Microsoft Power Point, Microsoft Word
      Knowledge and experience with Call Center technologies including Call Routing and Workforce Management systems.
 
B.  Previous experience and knowledge of Nortel Symposium
      Experience and knowledge of Blue Pumpkin Workforce Management system
 
Other      
A.       

Strong ability to coach, counsel and motivate performance to achieve winning results
Fluent in verbal and written English
Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner.
Ability to work in a fast paced deadline-oriented environment with a high level of accuracy and excellent attention to detail
Strong organizational and time management skills
Effective project management skills       

B.  Fluent in Conversational Spanish
 
WORKING ENVIRONMENT
Call Center

10 days 21 hours ago

Kelsey-Seybold Clinic, Pa

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Team Lead Contact Center (SE) Kelsey-Seybold Clinic, Pa - Pearland, TX, United States

   

Location: Pearland, TX

Company Profile:
Those seeking healthcare excellence in the Greater Houston area don't have to go far to experience the outstanding care of one of the most trusted names in medicine. Kelsey-Seybold Clinic provides convenient access to skilled and compassionate care through 21 neighborhood locations. Our goal: Deliver the most advanced and comprehensive medical care with a dose of old-fashioned caring and personal attention.