Lead, Virtual Setups

In addition to existing responsibilities inside the virtual team, the Team Lead is responsible for providing guidance to all team members on best practices of the remote setup process. This will include training, queue management, productivity, and quality, as well as general employee coaching on deficiency in any of the aforementioned areas.

Job Responsibilities:

• Monitor LITE queues hourly
• Manage and report out on LITE queues
• Direct team assignments to facilitate a FIFO strategy
• Provide aid/direction to team with order related questions
• Monitor and provide feedback to team regarding processing errors
• Assist the designated team by coaching, training, mentoring, and answering questions
• Monitor productivity and patient interaction
• Walking around the department to answer questions and to offer additional instruction
• Maintain training material and train all new team members
• Serve as a liaison between the team and upper management
• Presents concerns/issues/suggestions in a timely manner
• Report performance expectations to team
• Work orders as needed/provide feedback to centers
• Jump into the queues to work when needed
• Provide guidance to centers when sending incorrect orders
• Making sure team is sending consistent message and communicating clearly
• Track performance of team in the form of progress reports and daily goal reports
• Compiles data for team monthly one-on-ones
• Set and maintain Aux time, lunch/break, and goal for phone staff
• Track attendance and address any issues
• Time off calendar updated when team members are off -- both planned and unplanned, flex, schedule exchanges, coming in late, or leaving early
• Responsible for responding to and addressing emails from the general inbox and supervisors
• These emails need to be answered in the order they're received
• Responsible for performing any miscellaneous tasks as instructed by supervisor/manager

• Must already be a member of the Virtual Setup team and have a high-performance track record

Education and Experience:

• High School Diploma or equivalent (GED) required

Physical Demands:

The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds.