Job Title: Customer Support Center Operations Lead - Florida
Department: Call Center
Reports to: Call Center Assistant Manager
FLSA Status: Non Exempt
Salary: Based on Experience
ROLE SUMMARY
This position is responsible for monitoring and supporting the Customer Support Center teams that directly or indirectly handle patients or patient issues. Leads are senior to the Team Lead position in the Customer Support Center and work closely with the Customer Support Center Manager and Customer Support Center Assistant Managers to solicit feedback, identify operational opportunities, and to implement changes within the management processes.
KEY DUTIES AND RESPONSIBILITIES
- Assist with interviewing, hiring, onboarding, and training additional employees for roles specific to patient facing operations (Floor Support, Chat, Phones).
- Assist Consultants by answering questions and providing guidance and feedback
- Monitoring systems and notifying management of issues and problems with those systems
- Monitoring daily, weekly, and monthly Support Center statistics
- Proving coaching and feedback
- Completes tasks given to them by the Call Center Assistant Manager or Call Center Manager
- Participates in calibration meetings with departments and management that Support Center operations
- Working with Work Force Management to adequately schedule to ensure coverage for all Support Center Operations
- Schedule 1:1s and team meetings with their assigned employees
- Monitor trends and team performance
- Developing solutions to problems that arise within the Support Center
- Communicates trends to Call Center Management weekly/Monthly/Quarterly
- Working with Management to process all HR related documents, Performance Counselling’s, and any related documentation necessary for their chat team
- Working with external and internal departments to complete assigned projects (IT, Dispensaries, HR, QA, WFM, etc.)
- Managing floor updates, notifications, trainings and various floor operational duties on a daily basis
SKILLS, EDUCATION, AND QUALIFICATIONS
- High School Diploma or equivalent
- Minimum of 1-2 years of experience in Chat/Communication based role
- Minimum 2 year minimum supervisory or managerial t experience preferred
- Highly motivated, confident, and high-energy.
- Strong and engaging communicator, both verbally and in writing
- Experience with leading cross-functional teams and a demonstrated history of providing solutions to complex problems
- Organized, responsible, and flexible in a fast-paced growth environment. Adaptable to changing priorities
- Belief in relationship building and working as part of a team to achieve goals/results
- Possess strong interpersonal skills with a proven ability to communicate across different levels of an organization
- Strongly self-motivated, to include studying and maintaining working knowledge of industry standards and trends
- Having working knowledge of basic computer operating systems (Microsoft Office i.e. Word, Excel, PowerPoint, Access) and CRM’s
- Must possess the mental and physical capacities necessary to perform the job duties
- Must possess a valid driver’s license and a clear driving record
- Must be able to pass a level 1 and level 2 background check and drug screening
- Must be at least 21 years of age
PHYSICAL DEMANDS, WORK ENVIRONMENT AND ADDITIONAL CONDITIONS
Must be able to work seated at workstation for extended periods of time. Must be able to see and hear, or use prosthetics, that will enable these senses to function adequately to ensure requirements of this position can be fully met. Due to the nature of our business, it is advocated that when representing Trulieve that our professionalism meets the needs of the medical patient base that we respectively serve. To uniformly align with the organization, an individual must be able to provide a level of communication that aligns respectively with the diversification of our patients which may exhibit opportunities to assess the situation and apply meaningful service. In addition, must be able to quickly identify and insert additional support where needed to deescalate situations without compromising Trulieve’s objective in serving our patient base with excellent customer service.
OTHER REQUIREMENTS
40+ hours weekly with flexible hours depending on company needs. Must be available to work evenings, weekends, and holiday
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