Team Leader / Contact Center

Come join us as a Team Leader of our Call Center in Parsippany, NJ, where you can make a difference!!! The Team Leader will lead a group of call center agents and coach them to provide exceptional customer experiences for our patients. This is a full-time position, working on site Monday – Friday (and every other Saturday with one day off during the week). The candidate we're looking for will have experience working in a healthcare related call center and managing standard call center metrics. In addition, we seek individuals who value servicing customers and are solutions oriented and positive influencers to their teams and colleagues. Additional position details: Answers agent questions regarding, policies, procedures, best practices or difficult calls. Handles escalated patient calls and general complaints. Has experience overseeing and directing the flow of incoming calls, assigning work to the team and strategizing based on ebbs and flows of the business while ensuring that KPIs and metrics are met. Lead and support the team while actively assisting with daily operations, including answering calls, quality assurance, trainings, and stepping in to help with workload as needed. Identifies operational issues and suggests potential solutions to direct report. Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate Assist manager with hires, coaches and develops Call Center Agents to respond to patient questions Ensures agents understand and comply with all call center objectives, performance standards, and policies. Prepares reports and analyzes data to assist in determining call center goals. Works with other members of the leadership team and home office to support agents and maximize patient satisfaction. Maintains day to day call center operations (schedules, tasks. etc.), and correspondence workflows. Issues written and oral instructions. Prepares and performs individual monthly feedback sessions and associates’ yearly reviews Ongoing analysis of procedures and calls to improve call handling and efficiencies. Determines work procedures, prepares work schedules, and expedites workflow. Conducts/attends various meetings and communicates information directly to team members. Reviews timecards, attendance and schedules in accordance with attendance standards Ensures that all company practices and policies are adhered to. Willingness to work beyond scheduled hours when necessary to support team performance and meet operational demands. Essential Qualifications Accountability Adaptability-Flexibility Communication Customer Focus Listening Skills Creativity/Innovation Problem Solving-Analysis Vision & Values Collaborative Process-Teamwork Dependability Knowledge, Skills & Abilities Technical and Functional Ability to provide excellent customer experience, internally and externally Ability to handle multiple priorities and exceptional organizational skills Excellent verbal and written communication skills Must be detail oriented Ability to work successfully and collaboratively in a team environment Excellent leadership, facilitation and decision-making skills Strong problem-solving and analytical skills Strong technical proficiency, including experience with Contact Center Phone Softwares, CRMs, Microsoft Office/Excel etc. Required Physical Abilities The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to sit and perform extensive close keyboard and PC work. Ability to walk, talk or hear. Occasionally required to stand and reach with hands and arms. Working Environment Ability to meet deadlines and attendance standards. The noise level in the work environment is usually moderate. This classification will be required to sign a confidentiality agreement. Experience Required Minimum of 3 years leadership experience within a call center, preferably in the medical industry, with customer service responsibility Required Educational Level Bachelor’s Degree or equivalent work experience Job Type: Full-time Benefits: 401(k) with match Dental insurance Health insurance Company Paid Life insurance Paid time off Vision insurance STD/LTD Critical Illness Work Location: Must be able to reliably commute to our Parsippany office M-F. Compensation: $55,000 - $60,000 per year Beltone – helping the world hear better Beltone was founded on the act of helping a friend to enjoy life more. Since 1940, we have provided knowledge, tools, service and training to the professionals servicing the hearing impaired. Beltone makes quality hearing care available to more people. To do so, we develop technically optimal hearing solutions without ever losing focus on the individual’s needs. It is our belief that no individual should be denied the possibility of an improved life with better hearing. Beltone is part of the GN Group which was founded with a truly innovative and global mindset. Today, we honor that legacy with world-leading expertise in the human ear, sound, wireless technology, miniaturization and collaborations with leading technology partners. GN's solutions are marketed by the brands ReSound, Beltone, Interton, Jabra and BlueParrott in 100 countries. Founded in 1869, the GN Group employs more than 6,000 people and is listed on Nasdaq Copenhagen (GN.CO). If you would like to learn more about our brand, please click on the link to explore our universe of sound. FEDERAL HEALTH CARE PRICE TRANSPARENCY REQUIREMENTS The Federal Health Care Price Transparency Requirements have created Machine Readable Files to make public the financial arrangements in place between heath plans and providers. These files are designed to be read by a computer and are intended to be available at the industry level for health care researchers, policymakers, analytics companies and applications software to have access to health plan costs nationally on an aggregate basis for the first time. Machine-readable files are a requirement of the Transparency in Coverage Final Rule. Health insurers are required to publicly display certain health care price information via machine-readable files on their websites. GN’s (ReSound, Beltone and Audigy) medical provider, BCBSMN will have “Transparency in Coverage” (TiC) information available. Click here to view BCBSMN TiC’s information on services on how machine readable files will help with the new transparency requirements.