Job Summary

The Call Center Team Lead oversees tasks, workflow and productivity of the team and serves as a link between team members and management.  The overall objective of the job is to ensure professional, accurate, efficient and compliant processes and team operations. 

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Team Leadership

• Promote respect, trust, integrity and good work ethic

• Encourage professional CSR, Customer and TM relationships

• Assist in building employee morale

• Communicate updates or process changes as needed

• Assist with time card changes and approvals

• Assist with time-away from work requests and related calendar postings

• Coordinate activities and schedules for minimal customer impact

Process Workflow

• Monitor workflow and allocation of resources

• Seek efficient and accurate processing of transactions

• Manage issues, escalations and resolutions

• Partner with other team leads to develop and share talent

• Assist with documentation and training on operating procedures.

• Provide training on processes, procedures, promotions and programs

• Assist with special projects and other tasks as directed by management

Operations

• Assist with SOP reviews, updates and training

• Assist with IT hardware & software updates and related problem resolution

• Assist with regulatory inspections and on-going regulatory compliance

• Assist with facility safety, maintenance and requisitions as needed Job Qualifications

Required Qualifications

• High school diploma or equivalent

• Combined experience of 3-5 years (Veterinary, Leadership, Patterson, etc.)

• Microsoft Office experience

• Relevant customer service or operations experience.

Preferred Qualifications

• College degree

• Inside sales experience

• Relevant supervisory experience

• Veterinary Technician experience

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday

• May occasionally need to move packages up to 10 pounds such as office supplies or equipment

• Must be able to communicate with others in person, over the phone, and in writing. 

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

• Must be able to read and interpret various electronic and written documents.

Environmental Factors

• This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

Travel and On-call

·No Travel

• This position requires on-call attention during hours of operation, up to and including 7:00a ET to 6:00p PT, 5 days a week, and infrequently on weekends if special project or situation warrants.

The potential compensation range for this role is below. The final offer amount could exceed this range, based on various factors such as candidate location (geographical labor market), experience, and skills. $23.17 - $30.13