This is a remote position.
Schedule: 40 hours per week, Remote (9 AM to 6 PM Sandy Springs, GA Time) Client Overview: Join an innovative healthcare technology company that is transforming how prescriptions are handled.
With a focus on streamlining the submission and delivery process, our client is dedicated to improving healthcare accessibility and enhancing patient care by ensuring physicians and pharmacies communicate efficiently.
Job Description: As the Voicemail Team Leader, you will oversee a dedicated team of Voicemail Agents who are pivotal in the process of communicating prescription information to pharmacies.
Your leadership will ensure the team operates effectively and maintains the highest standards of service quality.
This role demands a proactive and motivated individual who can manage various aspects of team operations, including training, quality assurance, and shift management to guarantee 24/7 service coverage.
Responsibilities: Team Leadership: Lead, train, and manage a team of Voicemail Agents to ensure efficient and accurate communication of prescription information via voicemail.
Training & Development: Develop and implement training programs to enhance team skills and ensure adherence to company standards.
Quality Assurance: Conduct regular quality assurance reviews and provide constructive feedback to maintain high-quality service.
Scheduling: Manage scheduling to ensure full coverage across all shifts, including stepping in to cover shifts in cases of staff absence.
Performance Monitoring: Monitor team performance by setting KPIs and conducting performance evaluations to drive continuous improvement.
Cross-Department Liaison: Liaise with other departments to optimize communication processes and resolve any issues impacting service delivery.
Operational Support: Maintain a thorough understanding of the company's systems and operational procedures to provide effective support and troubleshooting.
Analytical Reporting: Compute shrinkage and generate reports and analytics to support capacity planning and scheduling initiatives.
Requirements Proven experience in a team leadership role, preferably in a call center or customer service environment.
Excellent communication skills with a strong ability to manage and motivate a remote team.
High level of proficiency in English, both verbal and written, with the capability to clearly articulate messages and instructions.
Strong problem-solving skills and the ability to operate effectively in a fast-paced environment.
Demonstrated ability to conduct training sessions and perform quality assessments.
Flexibility to adapt to shifting priorities and manage multiple tasks simultaneously.
Reliable and committed to ensuring team adherence to scheduled shifts for 24/7 coverage.
Basic technical skills with familiarity in using computer systems and task management software.