POSITION SUMMARY: The Team Lead, Customer Service Center is a liaison between Customer Service Representatives (CSRs) and management, and acts as a resource to assist in the operation of the Customer Service Center (CSC). Works closely with CSC management to achieve individual, departmental and company objectives. The Team Lead, Customer Service Center will be responsible for supporting, coaching and monitoring a cross functional customer service team.RESPONSIBILITIES:? Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques.? Work closely with CSC management and staff to identify/communicate appropriate coaching plans for each employee in all key metrics identified in the monthly call audits.? Continuously educate employees on new processes and procedures.? Act as a Mentor to new employees and assist with the development of team members. ? Monitor staff professionalism, performance and response through regular call audits. Randomly perform the required monthly call audits on each representative and provide timely feedback to CSC management.? Responsible for motivating employees to improve performance and achieve higher results.? Provide constructive feedback to employees to foster positive communications between employees and customers. ? Report performance issues to CSC management for review and follow up where necessary.? Conduct training/role playing exercises to reinforce proper behavior and performance.? Provide additional phone support during high call volume periods.? Maintain a presence on the call center floor, ensuring that staff is productive at all times.? Maintain all call audits associated with employee performance and provide monthly status report to CSC management. ? Maintain a strong knowledge of services/products that MTM offers their clients. ? Understand each specific department within the organization to resolve/care for customer service escalations. ? Initiate and implement appropriate disciplinary actions with direct reports as necessary..OTHER JOB FUNCTIONS:? Demonstrate superior customer service experience and sincere personal commitment to promptness, reliability and quality work.? Serve as the first escalation point for Members and Transportation Providers for service related issues.? Proactively identify and recommend to management new solutions to drive efficiencies/productivity of call center employees.? Adhere to all MTM established CSC guidelines.KNOWLEDGE, SKILLS, AND ABILITIES:? Ability to be a role model for CSRs in proper phone etiquette and adherence to CSC procedures.? Ability to work with multiple situations and handle diverse issues.? Ability to recognize, handle and refer situations of an emergent nature.? Excellent multi-tasking and organizational skills with the ability to balance multiple responsibilities and competing priorities simultaneously. ? Must possess strong leadership and team building skills. ? Exceptional written and verbal communication skills with the ability to communicate effectively in meetings and written communications. EDUCATION:? High school diploma or G.E.D requiredEXPERIENCE:? 1-3 years of relevant customer service experience is required. Prefer considerable call center experience with significant customer interaction.POSITIONS SUPERVISED: NONETOOLS/EQUIPMENT/MACHINES USED:Computer, Microsoft Applications, copy machine, fax machine, Cisco phone systemPHYSICAL REQUIREMENTS AND WORKING CONDITIONS:Normal office conditions apply. Employee must have clear, close vision for reading and computer work. Must be able to sit, stand, walk, balance, stoop, grasp, talk, hear and operate computer keyboard. Job requires sitting at desk on computer the majority of the day.