Member Experience Team Lead

Job description

Job Description: The Lead, Telecommunicator is a small to midsize unit people leader responsible for 6-10 direct reports. Through frontline leadership over 8 to 12 hour operating periods, the lead will support the team in delivering best-in-class customer service. Requirements: The Lead Telecommunicator is an experienced contact center professional with demonstrated success coaching, motivating, and empowering remote workers. Monitors call duration, average queue wait time, abandonment rate, and utilization during service hours, making necessary operational adjustments to achieve targets Manages employee schedules, attendance, and training time to bolster capacity and maximize access to services Works collaboratively with leaders and fellow managers to ensure consistency and alignment of work performed across the department Empathetically leads and coaches. Utilizes knowledge of the Cityblock care model, member journey, and available quality and data insights to maximize value in every interaction Shares professional insights and observations to optimize any of the following: quality, service delivery, team unity, customer experience Leads the team through surges in contact volume,...