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