Medical Marijuana Help Desk - Team Lead

Medical Marijuana Team Lead 

Please note that this job has opportunities for on-site work at the Philadelphia office as well as remote/hybrid work. Weekend and nighttime work may also be expected. This contract is also open on all holidays on a work-from-home basis.

Responsibilities

• Align with the Servant Leadership philosophy 
• Actively monitoring the Medical Marijuana team chat when scheduled
• Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume
• Actively communicating with the other leads regarding breaks and other issues that directly impact team performance 
• Taking calls in queue when required 
• Accepting live transfers from agents for supervisor requests from callers
• Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent
• Reviewing and escalating tickets in Salesforce in a timely manner
• Immediately answer questions and requests for password and/or email updates from agents in chat 
• Anticipate escalation and take over calls from agents when needed
• Fully knowledgeable about processes and policies related to the Medical Marijuana team
• Monitor team attendance and report excessive deviations from schedule to project leadership and management
• Keep management informed on any issues and problems affecting team performance 
• Keep up to date with changes to processes in RightAnswers

Requirements

• Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec
• Coaching and communication skills
• Experience training and coaching employees for performance improvement
• Ability to work as part of a team of diverse individuals, as well as lead independently
• Experience in customer service is essential
• Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics
• Outstanding communication and negotiation abilities
• A process-oriented approach
• High school diploma or equivalent, but more education, especially in a supervisory role is preferred
• Supervisory experience may be required
• Proficiency with technology, especially computers, software applications, and phone systems
• Excellent problem-solving skills
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Strong communication skills and attention to detail when conveying information
• Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH

EEO/Disability/Vets