Medical Marijuana Help Desk - Team Lead
About the position
This role is for a Medical Marijuana Team Lead, with opportunities for on-site work at the Philadelphia office, as well as remote/hybrid work. Weekend and nighttime work may be expected, including working from home on holidays.
Responsibilities
ā¢ Align with the Servant Leadership philosophy
ā¢ Actively monitoring the Medical Marijuana team chat when scheduled
ā¢ Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume
ā¢ Actively communicating with the other leads regarding breaks and other issues that directly impact team performance
ā¢ Taking calls in queue when required
ā¢ Accepting live transfers from agents for supervisor requests from callers
ā¢ Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent
ā¢ Reviewing and escalating tickets in Salesforce in a timely manner
ā¢ Immediately answer questions and requests for password and/or email updates from agents in chat
ā¢ Anticipate escalation and take over calls from agents when needed
ā¢ Fully knowledgeable about processes and policies related to the Medical Marijuana team
ā¢ Monitor team attendance and report excessive deviations from schedule to project leadership and management
ā¢ Keep management informed on any issues and problems affecting team performance
ā¢ Keep up to date with changes to processes in RightAnswers
Requirements
ā¢ Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec
ā¢ Coaching and communication skills
ā¢ Experience training and coaching employees for performance improvement
ā¢ Ability to work as part of a team of diverse individuals, as well as lead independently
ā¢ Experience in customer service is essential
ā¢ Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics
ā¢ Outstanding communication and negotiation abilities
ā¢ A process-oriented approach
ā¢ High school diploma or equivalent
ā¢ Supervisory experience may be required
ā¢ Proficiency with technology, especially computers, software applications, and phone systems
ā¢ Excellent problem-solving skills
ā¢ Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
ā¢ Strong communication skills and attention to detail when conveying information
ā¢ Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH
Nice-to-haves
ā¢ More education, especially in a supervisory role is preferred
Apply tot his job
Apply To this Job
This role is for a Medical Marijuana Team Lead, with opportunities for on-site work at the Philadelphia office, as well as remote/hybrid work. Weekend and nighttime work may be expected, including working from home on holidays.
Responsibilities
ā¢ Align with the Servant Leadership philosophy
ā¢ Actively monitoring the Medical Marijuana team chat when scheduled
ā¢ Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume
ā¢ Actively communicating with the other leads regarding breaks and other issues that directly impact team performance
ā¢ Taking calls in queue when required
ā¢ Accepting live transfers from agents for supervisor requests from callers
ā¢ Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent
ā¢ Reviewing and escalating tickets in Salesforce in a timely manner
ā¢ Immediately answer questions and requests for password and/or email updates from agents in chat
ā¢ Anticipate escalation and take over calls from agents when needed
ā¢ Fully knowledgeable about processes and policies related to the Medical Marijuana team
ā¢ Monitor team attendance and report excessive deviations from schedule to project leadership and management
ā¢ Keep management informed on any issues and problems affecting team performance
ā¢ Keep up to date with changes to processes in RightAnswers
Requirements
ā¢ Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec
ā¢ Coaching and communication skills
ā¢ Experience training and coaching employees for performance improvement
ā¢ Ability to work as part of a team of diverse individuals, as well as lead independently
ā¢ Experience in customer service is essential
ā¢ Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics
ā¢ Outstanding communication and negotiation abilities
ā¢ A process-oriented approach
ā¢ High school diploma or equivalent
ā¢ Supervisory experience may be required
ā¢ Proficiency with technology, especially computers, software applications, and phone systems
ā¢ Excellent problem-solving skills
ā¢ Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
ā¢ Strong communication skills and attention to detail when conveying information
ā¢ Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH
Nice-to-haves
ā¢ More education, especially in a supervisory role is preferred
Apply tot his job
Apply To this Job