Call Center Representative Team Lead

Righttime Medical Care - Crofton, MD (30+ days ago)2.9

SUMMARY: The Call Center Team Lead is responsible for managing the planning, operation and problem-solving of a team of call center agents to ensure the department successfully accomplishes and satisfies required service levels, standards and protocols at all times.

ESSENTIAL DUTIES & RESPONSIBILITIES(nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time):

  • Perform as “Manager-on-Duty” delegating tasks to the Call Center agents as necessary and ensuring adequate staffing at all times in accordance with staffing models established from time to time.
  • Train and Develop agents to ensure delivery of a consistently superior patient experience by highly knowledgeable and patient-focused agents
  • Review call center documentation for completeness and accuracy
  • Ensure all Call Center agents are following policies and procedures as defined
  • Participate in the shadow process
  • Assess and address performance development opportunities and training needs
  • Participate in rewarding and counseling employees; addressing complaints and resolving problems
  • Maintain knowledge of all systems related to the operation of the call center, ensuring equipment is in proper working order and inventory is maintained
  • Maintain knowledge of all operational procedures and protocols
  • Maintain knowledge of call center software and reporting tools
  • Assist Call Center agents with any customer service issues
  • Assist CRC with escalation calls
  • Assist CRC during break periods and/or vacation periods when necessary
  • Review patient schedule to ensure appointments are booked appropriately, and data is complete, notifying management if availability times fall outside the established range
  • Maintain the appearance of the Call Center to provide a neat and businesslike environment
  • Promote a safe working environment in accordance with applicable laws and regulations including HIPAA, OSHA and MOSH
  • Interpret and support corporate goals
  • Develop 30/60/90 day plans and reset every quarter
  • Facilitate and/or attend all department, management, special project meetings and training

QUALIFICATIONS – (Education and/or Experience): The requirements listed below are representative of the knowledge, skill and or ability required:

  • High School Diploma or equivalent required. Bachelor’s Degree in related field preferred
  • Minimum 2 years customer service and supervisory experience, preferably in a call center setting
  • Knowledge of basic medical terminology preferred
  • Communication skills: excellent interpersonal skills, ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation and spelling; ability to present information
  • Strong attention to detail with the ability to multi-task and work within a fast-paced environment
  • Computer Skills: Proficient in Windows applications; ability to use Excel; word processing; spreadsheets, e-mail and Internet
  • Ability to deal with confidential information appropriately
  • Relies on judgment and experience to plan and accomplish goals.
  • Ability to define problems, collect data, establish facts and draw valid conclusions.
  • Ability to work independently on projects and as a member of a team
  • Ability to multi-task and organize and prioritize workload
  • Works well under general supervision

Job Type: Full-time


  • Management: 2 years
  • Multi-Line Phone System: 2 years


  • High school


  • Crofton, MD