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, including directly fielding interactions when necessary

• Prepares accurate and compliant time and labor records, thoughtfully limit or offer overtime, and ensure your team receives entitlements per company policies

• Ensures departmentally and organizationally mandated trainings are completed by all direct reports on time

• Meets frequently with direct reports to address barriers, ensure their access to the appropriate tools and knowledge of the processes and techniques to succeed

• When employees make errors, responds with understanding and objectively appraise the impact and cause

• Hosts objective and equitable hiring and promotional processes

• Reports safety risks (near misses and actual events,) compliance and ethics concerns, and potential harassment promptly

• Provides daily support and knowledge sharing to the team, keeping up with the fast pace of an evolving service organization

Education Requirement

HS Education or GED

Work experience required

5 or more years in a health contact center. At least 2 years of leadership experience is preferred.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is:

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.