Are you a self-driven, motivated team player with a willingness to lead and solve problems efficiently and effectively? Apply today to join the LCP Operation Leadership Team!
Position Summary: Team Leads support internal and external customers by navigating systems, policies, and internal department processes providing superior solution-oriented service through our inbound and outbound service channels. Expected to be high performers, lead by example, and act as subject matter experts. They serve as a point of escalation for complex calls, providing real-time answers, and peer-to-peer feedback.
Expectations:As part of our commitment to providing growth opportunities within our organization, external candidates for the Call Center Team Lead position will undergo a 90-day minimum probationary period. During this period, successful candidates will work as Customer Service Representatives (CSRs) at a rate of $22 per hour. This period allows individuals to familiarize themselves with our operations and showcase their capabilities before transitioning into the Call Center Team Lead role.
Essential Duties and Responsibilities may direct walk-in visitors to appropriate areas.

• Serves as a point of escalation for customer service reps, as well as provide real-time answers or in some cases takes over the call.
• Provides peer-to-peer feedback to new hires and designated team members as directed by their Supervisor.
• Handling inbound and outbound interactions (Business need or 20% whichever is greater)
• Must be able to consistently apply formalized policies and procedures to ensure compliance with all regulatory agencies.
• Adheres to defined quality standards for the handling of all inquiries.
• Collaborates internally to research, resolve, and educate customers as needed.
• Assumes every issue is complex and demonstrates curiosity when receiving new inquiries to accurately identify and solve the root issue and escalate as needed.
• Leverages active listening to identify any unspoken need and strives to anticipate and eliminate any follow-up or additional work for the customer.
• Sets clear and reasonable expectations for customers and peers, adequately documents to communicate forward the circumstances to others, and demonstrates strong follow-up and follow-through to meet all set expectations.
• Completes and passes all new hire and ongoing training expectations.
• Produces high-quality results that eliminate additional work for others including customers, peers, or other departments by being thorough and taking ownership of all inquiries.
• Be adaptable to workflow change
• A Team Lead provides statistical and performance feedback and coaching regularly to each team member managing the channels below:
• Teams chat(s)
• Escalations
• Monitor/Adjust Queues (with Supervisor permission)
• Knowledge of metrics
• Trip errors coaching/tracking
• Trip Assignments Liaison
• Add Member/Provider Forms
• Monitor pod/ availability status
• Lyft support
• Provide 2 QC per week for each person in Pod
• 2 performance evaluations a year per person in Pod

KPIsStaff KPI85% of calls answered in 95% of calls answered in

5% or less abandoned call rate

Call Audits 95% or above

Attendance Points (Attendance Policy)

90% Documentation

Under 2% complaintsCustomer Service Representative KPI

• Working Rate of at least 82%
• Occupancy of 75% or greater
• Call Audit Score of 95% or above
• Attendance Points (Attendance Policy)
• 90% Documentation on Call Audits
• Trip errors less than 2 a month

Minimum Qualifications (Education, Experience, Skills)

• Position requires a minimum of 6 months as a CSR or a suitable combination of prior customer service experience in a call center setting.
• Requires advanced communication, interpersonal and organizational skills; successful completion of Queue Adjustment Simulation test; monitor queues, trip error coaching, ability to successfully edit/add provider and verification forms. Daily report outs. Ability to perform duties such as telephone, e-mail, cancellation web-chats, Trip assignments/ returns, voicemail, fax, and written inquiry functions on demand;
• Knowledge of personal computing and Windows based software applications such as Introduction to Windows, Basic Word, Basic Excel; and Basic Internet skills.
• Ability to work Monday-Friday 8:00am to 8:00pm.