Call Center Outreach Team Lead

The Pyx Health vision is to tackle loneliness when it matters most for everyone who needs it! Pyx Health is a technology-enabled service solution focused on helping the most vulnerable populations with loneliness and social isolation. Combining a Compassionate Support Center with a digital platform and timely human interventions, Pyx Health provides our clients and their members an innovative, scalable solution that effectively addresses the nation's critical loneliness epidemic and improves lives. Today, the rate of people living with loneliness is increasing dramatically, and traditional approaches to healthcare cannot possibly scale to reach them all. We exist to serve those people and help them lead them to better health. Because no one gets better alone.

The Call Center Outreach Team Lead is responsible for assisting in the day-to-day coaching and performance feedback of assigned team members and supporting the work assigned to the team(s). This position works closely with other leaders to ensure departmental and corporate goals and objectives are met.

This position will work a schedule of Monday through Friday, 2:30p-11p EST, with potential for rotating Saturdays.

Responsibilities:

• Mentors and leads the team on best practices, identifies training opportunities, and offers ongoing skill development and training to the Outreach and Enrollment team
• Monitors performance at a team and agent level as well as plan level to ensure performance meets or exceeds daily, weekly, and monthly targets also maintains all SLA agreements
• Provides feedback through regular agent 1:1 sessions, huddles, and team meetings, as well as documenting all coaching sessions and providing follow-up on all team meetings
• Handle escalated calls, ensuring all requests are identified, tracked, and resolved
• Supports and promotes quality assurance functions, including monitoring scorecards and participating in calibrations
• Understand Pyx Health products, services, policies, and workflows to communicate with team members and support new client go-lives effectively
• Assist with calls as needed to ensure SLAs and targets are achieved
• Assists with training and mentoring of new and current associates on policies, procedures, and systems
• Provides feedback to management on team and associate accomplishments, areas of concern, progress, and training needs
• Partners with Contact Center leadership and internal stakeholders to standardize workflows and establish and improve processes, policies, and procedures to promote efficiency in quality and productivity goals
• Monitor coverage for all inbound calls are answered and outbound call goals are achieved as outlined in policy/service level agreements
• May monitor documentation of accounts, recorded calls, and in-coming/out-going paperwork
• Generates and compiles various reports related to contact center and agent performance
• Go-to person for associate questions and concerns and address them in a timely and professional manner; obtaining support from leadership as needed
• All other duties as assigned

Requirements:

• A Highschool diploma
• At least 3 years of leadership experience in an inbound/outbound call center
• Must be available to work a varying schedule on a rotating basis

Skills:

• Excellent interpersonal skills as well as excellent written and verbal communication skills to the target audience
• Polished and professional phone etiquette, as well as excellent time management and organization skills
• Ability to work in an environment with shifting and sometimes competing priorities
• Ability to consult and communicate with various levels of leadership
• Strong relationship-building skills, multitasking, prioritization, attention to detail, and solutions-oriented
• Must be proficient in Microsoft Office Outlook and Word