Business Support Call Center Lead #949045
Description:
Purpose & Scope:

• This position is responsible for overseeing and providing superior customer service and timely responses to our field and Medical Affairs representatives.
• The Business Support Call Center Lead will work with the Associate Business Support Manager to provide leadership, coaching and support to the Call Center Specialists team.
• The Lead will be responsible for providing subject matter expertise and support for all day-to-day call center activies.
• This role serves a call center team leader that oversees and monitors a group of call center specialists.
• The call center team leader work with the Associate Manager to provide: training, feedback and coaching for the team.

 
Essential Job Responsibilities:

• Act as Lead Subject Matter Expert for call center specialists in the day-to-day activites
• Handle scheduling for call center team
• Provide daily, weekly and quarterly metrics on call center call volume
• Ability to triage inquires to relevant Subject Matter Expert that require 2nd level support
• Ability to identify trends and new solutions for Knowledge Database
• Work with Business Support Specialists to handle all inbound & Outbound calls for the call center
• Respond to email inquiries that are received in our Business Support Mailbox
• Report issues that need to be escalated
• Responsible for additional Field Operations projects

 
Quantitative Dimensions:

• Ensures problem tickets and issues are resolved in timely manner based on required service levels
• Successful communication of changes and training to all appropriate staff

 
Organizational Context:

• Reports to Associate Business Support Manager
• The Business Support function is within Field Operations. This position will have some oversight responsibility with the Call Center Specialists. The role requires some collaboration with management, staff in Marketing & Sales, Commercial Ops and Medical Affairs

 
Qualifications:
Required:

• 1-3 years relevant experience Customer Service and/ or Sales Support environment
• Possess strong interpersonal skills with the ability to effectively interact with all levels of employees including senior management
• Train Call Center Specialists on processes and support procedures
• Communicate effectively, solve problems, demonstrate integrity, and display emotional intelligence.
• Ability to take provide accurate and satisfactory answers to all inquires received internally and externally
• Anticipates issues and recognizes needs; proficient at solving problems and developing practical, meaningful resolutions
• Ability to manage multiple work-streams, collaborate with cross-functional teams and provide actionable and effective feedback to management and business partners
• Proficient in computer desktop software in a Windows environment including Microsoft Word, Microsoft Excel and Microsoft PowerPoint
• Excellent oral and written communication skills.
• Ability to work independently with minimal supervision

 
Preferred:

• Working knowledge of Salesforce.com, Veeva CRM and ServiceNow (desired)
• Working knowledge of Visio and industry data sources, e.g., IMS Health, MedPro Systems, etc.
• Bachelor’s Degree preferred or prior Lead role that contains call center experience

 
Additional Info:
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is a financially strong, privately held company that is 100% consultant and client focused, operating in nearly half of the states in the U.S., Europe and India.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019 and 2020!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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