Medical Marijuana Help Desk - Team Lead

Salary Range: $19.38 To $19.38 Hourly Medical Marijuana Team Lead Please note that this job has opportunities for on-site work at the Philadelphia office as well as remote/hybrid work. Weekend and nighttime work may also be expected. This contract is also open on all holidays on a work-from-home basis. Responsibilities Align with the Servant Leadership philosophy Actively monitoring the Medical Marijuana team chat when scheduled Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume Actively communicating with the other leads regarding breaks and other issues that directly impact team performance Taking calls in queue when required Accepting live transfers from agents for supervisor requests from callers Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent Reviewing and escalating tickets in Salesforce in a timely manner Immediately answer questions and requests for password and/or email updates from agents in chat Anticipate escalation and take over calls from agents when needed Fully knowledgeable about processes and policies related to the Medical Marijuana team Monitor team attendance and report excessive deviations from schedule to project leadership and management Keep management informed on any issues and problems affecting team performance Keep up to date with changes to processes in RightAnswers Requirements Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec Coaching and communication skills Experience training and coaching employees for performance improvement Ability to work as part of a team of diverse individuals, as well as lead independently Experience in customer service is essential Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics Outstanding communication and negotiation abilities A process-oriented approach High school diploma or equivalent, but more education, especially in a supervisory role is preferred Supervisory experience may be required Proficiency with technology, especially computers, software applications, and phone systems Excellent problem-solving skills Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours Strong communication skills and attention to detail when conveying information Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH EEO/Disability/Vets