Experienced Customer Care Team Lead – Remote Work Opportunity at careerzynith

• *Job Highlights:**

• **Start Date:** Immediate openings available
• **Location:** Remote
• **Position:** Customer Care Team Lead
• **Company:** careerzynith
• **Compensation:** A competitive salary

• *What's This Job All About...**

At careerzynith, we're committed to building a brighter future for our customers and employees alike. As a leader in the healthcare industry, we're dedicated to delivering exceptional customer experiences that set the standard for excellence. If you're passionate about making a difference in people's lives and are driven by a passion for innovation, this is your chance to join our team and shape the future of healthcare.

As a Customer Care Team Lead at careerzynith, you'll play a vital role in setting the vision and culture of your team. You'll be responsible for leading a team of associates, developing and achieving performance goals, and identifying customer-impacting issues to implement dynamic solutions. Your expertise will be instrumental in driving process improvements, fostering a culture of ownership and engagement, and ensuring exceptional customer satisfaction.

• *Key Job Responsibilities:**

• **Lead and Develop a Team of Associates:** Responsible for the overall performance management, coordination, and evaluation of the team. Develop and achieve performance goals and objectives in line with the network-wide vision and goals.
• **Supervisory Responsibilities:** Carry out supervisory responsibilities in accordance with careerzynith's policies and procedures. Additional responsibilities include interviewing, training, planning, and assigning work, reviewing employee performance, and conflict resolution.
• **Mentorship:** Mentor new managers and employees with high growth potential, providing guidance and support to help them grow and develop in their roles.
• **Develop and Achieve Performance Goals:** Develop and achieve performance goals for individuals and teams, ensuring alignment with careerzynith's vision and objectives.
• **Communicate Policies:** Communicate policies to associates as the primary information source for staff, ensuring they understand and adhere to company policies and procedures.
• **Lead Engagement Activities:** Lead engagement activities across your site, fostering a culture of ownership and engagement among team members.
• **Manage Service Level Agreements (SLA):** Manage SLAs and metrics surrounding quality, customer experience, customer satisfaction, and other necessary Key Performance Indicators (KPI).
• **Troubleshoot Issues:** Troubleshoot issues relating to process affecting SLAs compliance, identifying and implementing solutions to improve performance.
• **Assume Direct Report Job Responsibilities:** Assume direct report job responsibilities as needed to meet performance goals and ensure SLAs are met.
• **Quality and Productivity:** Responsible for the quality and productivity of assigned teams, identifying areas for improvement and implementing solutions.
• **Customer Issues:** Identify customer issues, building and implementing solutions to include process improvements.
• **Process Improvement:** Drive process improvement and continuous improvement culture through 'kaizen' and lean projects, identifying and eliminating barriers to accuracy, productivity, and quality.
• **Additional Responsibilities:** Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; recognizing and administering rewards for associates.

• *Basic Qualifications:**

• **Bachelor's Degree or 2+ Years Experience:** A bachelor's degree or 2+ years of experience in a related field.
• **Flexibility:** Must be open to varying shifts dependent on business needs, including nights, weekends, and holidays.
• **Technical Skills:** Experience with Microsoft Office Suite and Google Suite.
• **COVID-19 Vaccination:** Proof of full vaccination against COVID-19 for positions based in New York State, Washington State, and other jurisdictions as required by, and subject to, applicable law.

• *Preferred Qualifications:**

• **Positive Work Ethic:** Display a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.
• **Problem-Solving Skills:** Passionate problem-solving skills, with the ability to thrive in a fast-paced work environment and adjust focus as needed.
• **Communication Skills:** Powerful communication skills across all mediums and excellent attention to detail.
• **Confidentiality:** Ability to maintain confidentiality.
• **Leadership:** An enthusiastic leader who is able to motivate and drive others.
• **Experience:** Demonstrated experience managing Sales/Customer Service teams, preferably in a contact center environment. Strong preference to those who managed other people managers.
• **Technical Skills:** Experience with Slack.

• *Your Future Starts Here**

At careerzynith, we're committed to creating a diverse and inclusive workplace where everyone can thrive. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you're passionate about making a difference in people's lives and are driven by a passion for innovation, we encourage you to apply for this exciting role.

• *Apply Now**

Don't miss out on this exciting opportunity to join our team and shape the future of healthcare. Apply now to become a Customer Care Team Lead at careerzynith and start your journey towards a brighter future.

Apply for this job