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Title

Floor Support Team Lead 

Description

Job Title: Floor Support Team Lead
Department: Customer Support Center
Reports To: Call Center Assistant Manager
FLSA Status: Regular 
Location: Clearwater, FL

 

POSITION SUMMARY:  The job of a Floor Support Team Leader is a highly-focused position to ensure a service-oriented and professional working environment by assisting with supervising the performance of team members. Team Leaders are knowledgeable of the industry and organizational procedures as well as exemplify leadership and Trulieve’s values. They lead their team through example as well as through effective coaching and communication

KEY DUTIES AND RESPONSIBILITIES:

  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalations and take over calls when needed
  • Keep management informed on issues and problems
  • Ensure adherence to policies for attendance, established procedures etc.
  • Assist with calls when the queue is high
  • Communicate updates and other important information to the floor
  • Keep current with updates to products and procedure
  • Special projects given by the Operations Specialty Leads, CSCAMs, or CSCM
  • Follows all Policy and Procedure as instructed
  • Reports and addresses actions and behaviors that fall outside of Trulieve’s goals and standards of conduct
  • Provides and schedules feedback meetings for Care Consultants
  • Monitors daily, weekly, and monthly KPI reports
  • Works directly with the Operations Specialty Leads and CSCAM

 

 

 
Position Requirements

SKILLS AND QUALIFICATIONS:

  • Must have experience managing a team in a call center environment
  • Must be able to pass Level 1&2 background checks and drug screening
  • Must be 21 years or older
  • Must have 2 years’ experience in a leadership role, particularly in a call center environment
  • Leadership: call center team leaders oversee other agents. Therefore, they must have excellent leadership skills and abilities
  • Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent mentors to their team members. Must be able to provide positive and constructive feedback
  • Hardworking: to be able to encourage their team members to work harder, they must work hard themselves
  • Multitasking: must be able to handle multiple tasks at the same time with a limited amount of errors and mistakes

 

SCHEDULE:

  • 40+ hours weekly with flexible hours depending on the department needs.
  • Must be available to work occasional evenings, weekends, and holidays. 
 
Full-Time/Part-Time Full-Time  
Shift Various Shifts  
Level 2 Background check required  
Position Customer Support Center Team Lead  
Division Trulieve, INC  
Close Date  
Post Internal Days 0  
Number of Openings 2  
Number Filled 0  
Exempt/Non-Exempt Non-Exempt  
Req Number CAL-21-00061  
Open Date 12/27/2021  
Location Clearwater  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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