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Customer Service Team Lead

St.Petersburg, FL 33701

Posted: 10/24/2024 Employment Type: Direct Hire Job Category: Customer Service Job Number: 21331 Earning Potential: $45,000-$60,000

Job Description

Job ID 21331 – Customer Service Team Lead

Location:  St. Petersburg, FL 33701 – This position is onsite

Pay:  $45,000 to $60,00  (Target $50K’s)

Type:   Direct hire

Schedule: Monday thru Friday, 9am to 6pm (Including some weekends, only during peak business needs).


Job description:
  • Supervise and oversee a team of 15-25 sales agents, providing guidance and support to enhance team performance.
  • Distribute work schedules to team members and encourage punctuality by addressing tardiness with written feedback.
  • Document call-outs and no-call-no-shows, providing written feedback to maintain accountability within the team.
  • Monitor team performance, ensuring calls are compliant, qualified, and convert into enrollments for buyer-partners.
  • Set reasonable performance metrics for new hires post-training, aiming for 80% of the prior week’s average conversion rate and call durations of 30+ minutes for two consecutive days.
  • Conduct retraining for team members who are struggling, utilizing quality assurance (QA) reviews and call listening to identify areas for improvement.
  • Facilitate training on key modules, including greetings and qualifiers, value propositions, objection handling, closing techniques, mastering Vici, handoff processes, and overall sales training.
  • Motivate and reward team members for achieving performance targets, fostering a positive and productive work environment.
  • Provide ongoing coaching and feedback to help agents improve their skills and meet sales goals.
  • Collaborate with management to implement strategies for continuous improvement in team performance and sales effectiveness.


Nice to have:
Experience leading teams of 15-25.

Requirements:
  • Must have outbound call center experience in a healthcare environment.
  • Must have (2) years of experience as a Team Lead or in leadership.
  • High school diploma or equivalent.
  • Background check required

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