Medifast, Inc.

  • Call Center Team Lead

    Job Location US-MD-Baltimore
    Job ID
    2018-2910
    Job Category
    Customer Service/Support
    Type
    Regular Full-Time
  • Overview

     

    Imagine going to work every day knowing that you’re helping to change someone’s life for the better.  How would that make you feel?  If you answered… amazing, then a career at Medifast might be a perfect fit for you!

     

    We’re looking for talented, driven individuals who are looking to pursue a rewarding career in the health and wellness industry.  If you’re passionate about helping people, changing lives and making a difference, we encourage you to review our current opportunities and apply to be part of our team!

    The Client Solutions Center Team Lead will assist all department supervisors with coaching and guiding Call Center Reps in providing service excellence, demonstrated through KPI goals and Client interaction and retention. Team Leads will support an average of 20-30+ Call Center Reps.

    Responsibilities

    • Monitor inbound call volumes and manage the team/floor to ensure service levels are being met.
    • Familiar with company policies & procedures
    • Coach to guidelines set by the Quality Assurance Program (Calls or Email/Chat)
    • Manage quality assurance and control issues for product concerns
    • Ability to effectively coach and develop to Metrics and business changes.
    • Serve as a subject matter expert in all channels.
    • Identifying Process improvements while assisting floor coverage and call queues
    • Display exceptional conflict resolution and negotiation skills on client and Coach calls ensuring retention
    • Change & time management skills
    • Decision Making Ability weighing relationship and risk on escalations
    • Partner with Supervisors and Manager to create and maintain SOP’s
    • Complete reports, as assigned
    • Effectively manage and resolve escalations
    • Manage incentive programs
    • Provide floor coverage during Management absence.
    • Answer calls in a timely manner and provide the Ultimate Client Experience.

     

    Qualifications

    • High school diploma or GED required; Bachelor’s degree preferred.
    • 4+ years of experience in a customer service, retail, or call center experience.
    • Strong customer service, leadership and problem solving capabilities;
    • Require flexibility with schedule to accommodate scheduling needs with management absences for floor coverage;

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