Call Center Team Lead

Crossroads Treatment Center
US - South Carolina - Greenville
January 11, 2025

Crossroads Treatment Centers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Since 2005, Crossroads has been at the forefront of treating patients with opioid use disorder. Crossroads is a family of professionals dedicated to providing the most accessible, highest quality, evidence-based medication assisted treatment (MAT) options to combat the growing opioid epidemic and helping people with opioid use disorder start their path to recovery. This comprehensive approach to treatment, the gold standard in care for opioid use disorder, has been shown to prevent more deaths from overdose and lead to long-term recovery. We are committed to bringing critical services to communities across the U.S. to improve access to treatment for over 26,500 patients. Our clinics are all outpatient and office-based, with clinics in Georgia, Kentucky, New Jersey, North and South Carolina, Pennsylvania, Tennessee, Texas, and Virginia. As an equal opportunity employer, we celebrate diversity and are committed to an inclusive environment for all employees and patients.

Day in the Life of a Call Center Team Lead

Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying guiding principles in the decisions and actions.
Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KPI's
Conduct monthly KPI's reviews with team and provide feedback, action plans to address gaps and goals for upcoming month
Assist in the PAC Quality Monitoring process including scoring calls and delivering team member feedback.
Assist in updating and creation of reference materials, policies and procedures, including updating the PAC sharepoint site.
Ensure after hours and weekend direct feedback and chat inquiries are responded to within established KPIs.
Assist in taking phone calls during peak volume times
Accomplish team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.
Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
Be actively involved in floor support. Handle floor calls/escalations as required.
Analyze stats and trends to identify root cause and implement corrective actions where required. Proactively report concerns with team, process, systems, etc. to supervisor
Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures.
Act as an escalation contact for his / her agents and ensure that their concerns are addressed.
Monitors performance of staff members according to established standards.
Reduce attrition and absenteeism in the team by boosting morale and creating a fun and productive work environment.
Other tasks and duties as assigned by the leadership team.

Education and Experience requirements

At minimum, High School Diploma or GED required.
Customer Service experience in a fast paced environment.
Experience in healthcare, addiction medicine, call center.
Strong phone presence with exemplary customer service and de-escalation skills.
Able to coach and motivate in accordance with the company's Performance Culture.
Detail oriented.
Familiar with contact center tools, systems, and methodologies.
Strong MS Office skills including Word, Excel, and PowerPoint.
Must have good understanding of computers, hardware, networks, etc.
Adaptable to swift program changes, developing the skills in proactive critical thinking and problem-solving.
Should be able to prepare Process Documents and Presentations
Ability to accomplish tasks and projects through completion

Schedule

Applicant selected will be on the on call schedule that rotates every 5 weeks for emergency purposes.

Monday; 9:00am-5:30pm
Tuesday; 11:00am-5:30pm
Wednesday; 11:00am-5:30pm
Saturday; 6:00am-4:30pm
Sunday; 6:00am-4:30pm

Position Benefits

Have a daily impact on many lives.
Excellent training if you are new to this field.
Mileage reimbursement (if applicable) Crossroads matches the current IRS mileage reimbursement rate.
Community events that promotes belonging and education. Includes but not limited to community cook outs, various fairs related to addiction treatment and outreach, parades, addiction awareness for schools, and holiday events.
Opportunity to save lives everyday!

Benefits Package

Medical, Dental, and Vision Insurance
PTO
Variety of 401K options including a match program with no vesture period
Annual Continuing Education Allowance (in related field)
Life Insurance
Short/Long Term Disability
Paid maternity/paternity leave
Mental Health day
Calm subscription for all employees

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Travel Nurse RN Tele/Stepdown Telemetry/PCU

Epic Travel Staffing

US - SC - SC - Florence
January 18, 2025

Epic Travel Staffing is hiring a Travel RN - Step down Shift: Nights / 7p-7a, 12x3, 36 hours per week, EOW, Holiday Rotation Length: 13 weeks Requirements: • SC or Compact license • 2 Years Experience • BLS • ACLS Other Details: • EMR: Epic • Ratios: 1:4 • Float: Will need to float within scope to...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now