Call Center Team Leader

The Virginia Eye Institute (VEI) is hiring!  VEI is a large and dynamic practice of ophthalmologists and optometrists in the Richmond, VA area.

We are searching for a full-time Call Center Team Lead to join our busy practice.

Job Purpose 

The Call Center Team Lead is a motivated and team-oriented leader. The Team Leader will provide support to our agents, who will in turn assist VEI patient in inbound/outbound contact regarding scheduling of ophthalmic appointments.

Duties and Responsibilities

• Contributes to the overall performance in the call center department through specific tasks including but not limited to:
• Assist in hiring, training and coaching employees to deliver efficient, quality responses to patients
• Monitor workflow process against productivity goals
• Assist in maintaining technical competence of staff by helping identify needs and assist with regular training
• Provide patients with excellent customer service
• Run reports as requested by Management
• Maintains confidentiality and adherence to all HIPAA requirements
• Work with Call Center Manager to identify day-to-day call center needs and help establish priorities to meet organizational goals
• Work on special projects as needed
• Primary resource handing call escalations
• Other duties as assigned

• Oversee Customer Service team performance to identify, analyze, and resolve process and service problems
• Troubleshoots issues and alerts
• Contributes to the success and development of individual employees and team

• Assist in the training and on-boarding of new employees
• Ensure call center representatives are fully informed of all new information related to processes, procedures and client needs
• Provide feedback on performance