What are the responsibilities and job description for the Contact Center Team Lead position at Hearing Care Central?
Contact Center Team Lead (On-Site)
O’Fallon, IL 62269
Starting at $40,000.00, depending on experience
Summary/Objective
Our business supports Beltone Hearing Aid offices around the country with the highest levels of service, integrity, and talent. We’re looking for Team Leaders to support our Patient Relationship Specialists (PRS) in our growing inbound, outbound, and digital contact center.
If You Are:
- Passionate about helping others,
- Motivated to succeed,
- Looking for a career, and not just a job,
- Happiest when working with a team,
- Ready to take your career to the next level.
What You’ll Do:
As a Team Leader, you will provide our PRS’s with the feedback and support they need to change our patients’ lives! By providing exceptional and individualized guidance, you will create a positive, supportive environment for our employees to grow and succeed.
Essential Functions:
- Directly manage/supervise a team of 12-20 PRS.
- Provide answers, guidance, and feedback in a timely manner to ensure efficiency,
- Serve as Manager on Duty during designated shifts
- Educate employees on our service methodology, our technical systems, and the patient experience, including the impact of hearing loss and types of hearing aid technology,
- Monitor performance and production metrics
- Ensure adherence to policies and procedures,
- Evaluate team and individual performance to determine if additional training is needed.
- Attend New Agent Training; take calls as needed
- Abide by HIPAA regulations
- Assist in special projects and other duties as assigned
Competencies:
- Exceptional customer service skills.
- Excellent written, verbal, and interpersonal communication skills.
- Ability to work well with a variety of personalities & demographics.
- Effectively build relationships with employees.
- Strong teaching, coaching, or mentoring experience preferred.
- Critical thinker with innovative problem-solving skills.
- Remains calm under pressure
- Fantastic organizational and time management skills.
- Committed to professionalism, integrity, and honesty.
Qualifications:
- An Associate’s degree or equivalent (60 credit hours) required.
- Bachelor’s degree preferred.
- 2 years of front-line (direct) management experience preferred.
- Call Center management experience preferred.
- Highly computer literate with proficiency in MS Office, and other related business tools.
- Experience with advanced telephony platforms (ex. Five9, Avaya or Cisco) is preferred.
- Working knowledge of telecom applications (ex. IVR, Workforce Management and Call Recording Platforms) is preferred.
- Basic knowledge of HIPAA is required.
Physical Demands:
While performing the duties of this job, the employee is regularly required to speak clearly and listen. The employee frequently is required to sit for prolonged periods, stand, walk short distances, reach, lift (20lbs. or less), and repeat motions that use wrists, hands, and fingers.
While performing the duties of this job, the employee is regularly required to speak clearly and listen. The employee frequently is required to sit for prolonged periods, stand, walk short distances, reach, lift (20lbs. or less), and repeat motions that use wrists, hands, and fingers.
Work Environment:
This job operates in a open-model, professional call center. This role routinely uses standard office equipment such as computers with multiple screens and phones. This is NOT a work-from-home position.
Position Type/Expected Hours of Work:
- Non-Exempt/Hourly
- Full-time
- In-person/On-site position
- Hours of Operation are:
- 7:00 AM to 6:00 PM- Monday through Friday
- 8:00 AM to 5:00 PM- Saturday
Compensation & Benefits:
- Starting at $40,000.00 annually, depending on experience
- 401(k)
- Medical, Vision, Dental, Life, Short-Term & Long-Term Disability Insurance
- Flexible Spending Account (FSA)
- Identity Theft Protection
- Earn Paid Time Off Starting on Day 1
- Paid Holidays
- End of Year Bonus Opportunity
Who We Are:
Hearing Care Central is the premier patient care representative for Beltone’s, the nation’s #1 Hearing Aid Provider, contact center. Located in O’Fallon, Illinois, our Patient Relationship Specialists are more than Call Center Representatives. We help to accurately connect new and existing patients with Beltone’s Hearing Care Experts at the nearest location across the nation.
We also proactively help people with hearing loss to find hearing solutions that fit their needs and lifestyles, by outfitting them with hearing solutions through free testing, evaluations, and checkups. In short, we are the front line of hearing care.
If you require alternative methods of application or screening, you must approach the employer directly to request this as really is not responsible for the employer's application process.
Salary : $40,000
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