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