**Job Highlights:**
- **Start Date:** Immediate openings available
- **Location:** Remote
- **Position:** Customer Care Team Lead, arenaflex Health Services
- **Company:** arenaflex
- **Compensation:** A competitive salary
**What's This Job All About...**
arenaflex is committed to building the future of healthcare and delivering exceptional customer experiences. To achieve this vision, we need talented, driven, and passionate individuals who share our commitment to excellence. If you're passionate about the future of healthcare and want to make a difference, this is your chance to join the Customer Care team at arenaflex. As a Team Manager, you will set the vision and culture of your team by setting individual and team performance expectations, maintaining focus on improving customer satisfaction, and identifying customer-impacting issues and implementing dynamic solutions.
**Key Job Responsibilities:**
- **Lead and Develop a Team of Associates:** Responsible for the overall performance management, coordination, and evaluation of the team, including developing and achieving performance goals and objectives in line with the network-wide vision and goals.
- **Supervisory Responsibilities:** Carry out supervisory responsibilities in accordance with arenaflex's policies and procedures, including interviewing, training, planning, and assigning work, reviewing employee performance, and conflict resolution.
- **Mentorship:** Mentor new managers and employees with high growth potential to ensure their success and growth within the organization.
- **Develop and Achieve Performance Goals:** Develop and achieve performance goals for an individual and team, ensuring alignment with the company's vision and objectives.
- **Communicate Policies:** Communicate policies to associates as the primary information source for staff, ensuring they understand their roles and responsibilities.
- **Lead Engagement Activities:** Lead engagement activities for across your site, fostering a positive and inclusive work environment.
- **Manage Service Level Agreements (SLA):** Manage SLAs and metrics surrounding quality, customer experience, customer satisfaction, and other necessary Key Performance Indicators (KPI).
- **Troubleshoot Issues:** Troubleshoot issues relating to process affecting the SLAs compliance, ensuring timely resolution and minimal impact on customer satisfaction.
- **Assume Direct Report Job Responsibilities:** Assume direct report job responsibilities as needed to meet performance goals and ensure SLAs are met.
- **Quality and Productivity:** Responsible for the quality and productivity of assigned team, ensuring they meet or exceed performance expectations.
- **Identify Customer Issues:** Identify customer issues, building and implementing solutions to include process improvements, ensuring customer satisfaction and loyalty.
- **Drive Process Improvement:** Drive process improvement and continuous improvement culture through 'kaizen' and lean projects, identifying and eliminating barriers to accuracy, productivity, and quality.
- **Additional Responsibilities:** Additional responsibilities include interviewing, training, and motivating employees, planning, assigning, and directing work, recognizing and administering rewards for associates, and insisting on high standards while nurturing a culture of ownership and engagement.
**Basic Qualifications:**
- **Bachelor's Degree or 2+ Years Experience:** A bachelor's degree or 2+ years of experience in a related field.
- **Flexibility:** Must be open to varying shifts dependent on business needs, including nights, weekends, and holidays.
- **Technical Skills:** Experience with Microsoft Office Suite and Google Suite.
- **COVID-19 Vaccination:** Proof of full vaccination against COVID-19 for positions based in New York State, Washington State, and other jurisdictions as required by, and subject to, applicable law.
**Preferred Qualifications:**
- **Positive Work Ethic:** Display a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.
- **Problem-Solving Skills:** Passionate problem-solving skills, with the ability to thrive in a fast-paced work environment and adjust focus as needed.
- **Communication Skills:** Powerful communication skills across all mediums and excellent attention to detail.
- **Confidentiality:** Ability to maintain confidentiality and handle sensitive information.
- **Leadership:** An enthusiastic leader who can motivate and drive others, with experience managing Sales/Customer Service teams, preferably in a contact center environment.
- **Technical Skills:** Experience with Slack and other relevant tools.
**Why Join arenaflex?**
- **Diverse and Inclusive Workplace:** arenaflex is committed to a diverse and inclusive workplace, where everyone feels valued and respected.
- **Equal Opportunity Employer:** arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
- **Career Growth Opportunities:** arenaflex offers career growth opportunities, training, and development programs to help you succeed and grow in your career.
- **Competitive Compensation:** arenaflex offers a competitive salary and benefits package, including health insurance, retirement plans, and paid time off.
**Your Future Starts Here**
Don't miss out on this exciting role. We are looking forward to hearing from you. Apply now to join the arenaflex team and start your journey to a rewarding and challenging career in customer care.