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Posted: Mon Mar 11 2024

Call Center Team Lead

Orlando, FL



Boulo Solutions is partnering with an IT company in the pharmacy space looking to hire a Call Center Team Lead to join their team. This company is bridging the gap in care to improve patient experience by empowering the pharmacist-patient relationship. If you are looking to join an environment of collaboration, innovation, and inclusion and you have previous client services and management experience in Healthcare, this could be a good fit for you! 

Employment Type: Full-Time
Flexibility: Flexible work culture and flexible PTO policy 
Pay: $70,000 plus up to 5% Bonus
Benefits: Choice of Medical, Dental, and Vision Plans with no waiting period, Flexible PTO policy, 11 paid vacations, Associate Recognition Program, Professional Development and Growth, Employee Resource Groups, paid parental leave and much much more!

As a Call Center Team Lead your focus will be customer service/follow up, queue management and associate technical guidance, helping to shape the success of the support team. You will direct the team to provide an effortless experience for our clients by coordinating escalations, hosting team meetings, maintaining team accountability and providing customer service & technical focused coaching on the company’s products. You are a great fit if you are a driven multitasker, detail-oriented, active listener, energetic and enjoy team focused leadership.

Responsibilities of the Call Center Team Lead:
  • Provide performance management & career development support to Tier 1,2,3 meeting with them on a regular cadence
  • Manage workforce queues including but not limited to case assignment, escalations and ticket follow up to closure.
  • Follow up on customer satisfaction concerns; including agent and overall service experience, hold times, case follow up and time to resolve
  • Tracking and coaching individuals on specified KPIs  
  • Provide technology guidance to Tier 1 support associates & review team member cases to ensure the quality of the documentation for internal and external resources 

Requirements of the Call Center Team Lead:
  • 3+ years of Customer Service; call center experience preferred.
  • 3+ years of Pharmacy OR Technical Troubleshooting
  • 2+ years of Advanced Ticket Troubleshooting
  • Minimum years of work experience:   5 years
  • Minimum level of education or education/experience:   Associates or equivalent work experience 
  • Office based in Orlando, FL

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our clients are dedicated to building a diverse and inclusive workplace.  If this role sounds exciting but your past experience doesn't include every qualification in the job description, apply anyways! You may be just the right candidate.

About Boulo: Boulo is the go-to recruiting expert for working mothers and employers that embrace flexibility for mutual benefit. With years of experience as recruiters, professionals and mothers, our optimism and hope knows no limits in making the workplace work for everyone.If you would like to receive updates about new jobs and jobs not publicly available, create your Boulo profile here: Joining the Boulo Community is free.


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