**Contact Center Team Lead** **Job Details** **Job Location** Chicago, IL **Remote Type** Hybrid **Position Type** Full Time **Education Level** High School/GED **Salary Range** $19.50 - $19.50 Hourly **Travel Percentage** None **Job Shift** Day **Job Category** Customer Service **Job Description** **STATEMENT OF PURPOSE** **:** The Contact Center Team Lead is a key member of a healthcare contact center leadership team dedicated to providing a world-class patient experience to its callers.The Team Lead supports the healthcare contact center by handling complex patient scheduling issues, addressing departmental workflow improvement opportunities, and completing necessary administrative tasks. Team Leads provide ongoing training for contact center agents, execute Quality Assurance processes, and collaborate regularly with the leadership team regarding team performance. **KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:** + Support and drive a culture of business excellence ensuring that all employees are informed, trained and supported in exceeding our customers’ expectations; + Maintain up-to-date knowledge of all policies and procedures relating to the operations of the contact center; + Ensure organizational compliance to HIPAA as it relates to the confidentiality of information; + Support efficient operations of a hybrid workforce functioning both onsite and remotely; + Foster an environment of constant improvement by identifying areas of opportunity and suggesting improvements to the leadership team; + Excel in all functions performed by Contact Center Representatives,acting as a Subject Matter Expert regarding systems, policies, and procedures; + Train new and existing contact center staff on organizational policies and departmental workflows; + Handle calls alongside contact center agents during periods of high volume; + Act as primary point of contact for staff questions; + Perform contact center Quality Assurance activities, including evaluation, documentation and remediation of substandard call performance; + Monitor live call activity and ensure adequate coverage in ACD queues at all times; + Clearly communicate work expectations to contact center staff; + Calmly and effectively address customer complaints and escalate concerns appropriately; + Perform other tasks or projects as directed by supervisor; **CORE COMPETENCIES:** + Customer Focus– Strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers. + Managing Vision & Purpose– Leads effectively by translating the organization’s vision, mission and strategic objectives into challenging but attainable goals. + Developing Team Members– Demonstrates a commitment to helping others build knowledge and key skills that support achieving goals and build the overall capability of the organization to be successful. + Team Work– Builds constructive and effective relationships with colleagues at all levels. Advises and collaborates with others to develop a stronger team and enhance team spirit. Sees teams as a vehicle for achieving organizational objectives. + Integrity & Trust– Acts in accordance with the highest standards of ethical conduct and behavior. + Problem Solving– Employs analytic abilities and other tools to creatively resolve problems in a variety of contexts. + Safety– Demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture. + Work Environment– This position operates in a professional and high paced contact center environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers. **QUALIFICATIONS:** + High School diploma or equivalent required; + Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks; + Must be able to speak English clearly and professionally; + Must be able to type a minimum of 30 words per minute; + Ability to effectively work within established contractual turnaround times; + Proven ability to work as a member of a team is required; + Ability to multitask in a fast-paced environment; + Advanced proficiency with MS Windows and Office applications (word and excel); + Proven ability to learn new workflow processes, applications and systems quickly; + Will be required to complete program update training, as warranted, and successfully implement that knowledge in day to day operations; + Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential. **Employee Benefits** **_BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:_** + 10 days paid vacation + 12 paid holidays + 6 sick days accrued over the year + Insurance Eligibility the 1st of the month after 30 days of employment + Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered + Short/long term disability + Life insurance 2x salary + Employee recognition events + Company matched 401(k) plan + Reasonably priced delicious food options on site (except at Glenview location) **The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.**