Skills And Tools:
Hands of Hope is a Physical Therapy & Wellness hub, currently running 9 active locations in New York and around the state, strive to reinvigorate Physical Therapy adapting the latest technology in treatment and healthcare industry giving the best quality of care assisting our patients in their recovery journey and help them get back to their normal life faster.
We are looking for a customer oriented Call Center Team Leader to drive customer success and oversee the call center team activities. He/She is energetic and motivated leader who can guide the team members, create a dynamic and healthy environment and develop team members who can not only meet required goals and US standard but add value and reach their potential growth.
- Design customer support experience through various channels that meet customer satisfaction standards and business needs.
- Train and coach the team on CS standards and required skills to ensure implementation of customer support strategy.
- Oversee day to day performance (chats/calls/tickets either live or saved) and workflow ensuring SLAs and targets are met.
- Investigate and resolve customer complaints and queries – particularly the escalated cases.
- Continuously support Customer Care team providing knowledge and solutions, monitor the performance and craft tailored development plans for each team member.
- Create a healthy and comfortable work environment.
- Monitor quality and lead process improvement and optimization.
- Monitor adherence and conformance to shifts and schedules
- Keeping up to date with business development and new product lines
- Minimum 4 years experience in a US/UK/Canada call center environment.
- Minimum 2 years of experience as a leader.
- Fluency in English is a must!
- Strong coaching and people-development skills.
- Bachelor’s Degree in a relevant discipline.
- Awareness of voice and non-voice KPIs.
- Experience with call center systems, CRM and optimization tools.
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