Pharmacy Technician Team Lead - Daytona, FL in Daytona, FL, US at TeleTech

Date Posted: 10/12/2017

Job Snapshot

Job Description

At TeleTech, it feels good to make a positive difference in people’s lives.  Imagine it… Working in a place where you’ll be caring for others in a fun, family-friendly atmosphere with the chance to build a career!




As a Team Lead, you are responsible for a team’s performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client metrics for inbound and outbound calling. Team Leads focus on team performance providing motivation and support to enhance engagement and success in attaining targets and goals. Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques such as Kronos, Empower, monitoring calls, team meetings, and one-on-ones. Team Leads are visible on the floor and/or visible on the buddy list and in chat and are available primarily for associates questions, issues, and customer escalations; ensure a quality customer experience on every call, resolution of issues, attendance, reliability, and reduction of attrition. Team Leads lead staff in accordance with policies and procedures of TeleTech. Team Leads primarily support a single client to meet /exceed client expectations ensuring billable hours are on track and teams’ attainment of hitting goals. Responsible to meet team productivity and quality goals. May have additional project and/or initiative work where benefits extend beyond the immediate team. Communicate with managers and other Team Leads.


A Day in the Life
 
1. Achieve 100% of assigned goals for team. (Strategic planning, project management, results orientation, business acumen, strategic thinking, enthusiasm)
 
2. Manage day-to-day operations, processes, and reporting. (Teamwork and collaboration, problem solving, accountability, people skills, results orientation, relationship building)
 
3. Improve the key success metrics associated with quality and goals. These may include :
  • Customer Satisfaction Scores
  • AHT – Average Handling Time
  • Quality Scores
  • FCR – First Call Resolution
  • RPC – Revenue Per Call
  • CAP -  Coaching Action Plan utilization

4. Deliver excellent customer service and communication.  (Communication, helpful, conflict resolution, take ownership, enthusiasm, customer focus)
 
5. Develop, coach, support, and evaluate the team. (Coaching, achievement motivation, influence, communication, mentor, judgment, accountability)
 
6. Ensure team has tools, systems, and support needed to perform their job. (Problem solving, system troubleshooting, communication, reporting, attention to detail)
 
Additionally, we provide our healthcare customer experience champions like you with :
  • Competitive pay plus performance-based bonuses
  • Career advancement opportunities
  • Paid training

What Experience you bring to the table…
  • Must possess valid state certification
  • Customer service experience
  • Exemplary verbal communication and customer service skills
  • Comfortable working in fast-paced environment

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TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.