Experienced Customer Care Team Lead - Shaping the Future of Pharmacy at blithequark

Join the Revolution in Pharmacy Customer Care At blithequark, we're on a mission to redefine the pharmacy experience and become the earth's most customer-centric pharmacy. We're seeking exceptionally talented individuals to join our Customer Care team and help us make history in the healthcare industry. As a Customer Care Team Lead, you'll play a pivotal role in setting the vision and culture for your team, driving customer satisfaction, and implementing innovative solutions to customer-impacting issues. About Us blithequark is committed to building the future of pharmacy, and we're looking for bright, driven, and passionate individuals to help us achieve this goal. Our Customer Care team is at the forefront of our customer-centric approach, and as a Team Lead, you'll be instrumental in shaping the team's performance, culture, and overall customer experience. Key Responsibilities Lead and develop a high-performing team of associates, overseeing performance management, coordination, and evaluation Develop and achieve performance goals and objectives aligned with the company's network-wide vision and goals Carry out supervisory responsibilities in accordance with blithequark's policies and procedures, including interviewing, training, and conflict resolution Mentor new managers and employees with high growth potential, fostering a culture of growth and development Communicate policies and updates to associates, serving as the primary information source for staff Lead engagement activities across your site, promoting a positive and inclusive team culture Manage Service Level Agreements (SLA) and key performance indicators (KPI) related to quality, customer experience, and customer satisfaction Troubleshoot process-related issues affecting SLA compliance and implement corrective actions Assume Direct Report job responsibilities as needed to meet performance goals and ensure SLAs are met Drive process improvement and continuous improvement culture through 'kaizen' and lean projects Identify and eliminate barriers to accuracy, productivity, and quality, promoting a culture of excellence Insist on high standards while nurturing a culture of Ownership and Engagement Demonstrate a strong bias for action in identifying areas to improve processes and implementing changes Essential Qualifications To succeed in this role, you'll need: A Bachelor's Degree or 2+ years of relevant experience Flexibility to work varying shifts, including nights, weekends, and holidays, as business needs dictate Proficiency in Microsoft Office Suite and Google Suite Proof of full vaccination against COVID-19 (for positions based in certain jurisdictions, as required by law) Preferred Qualifications We're looking for individuals with: A positive work ethic, strong interpersonal skills, and a commitment to excellent customer service Passionate problem-solving skills and the ability to thrive in a fast-paced environment Experience managing Sales/Customer Service teams, preferably in a contact center environment, with a strong preference for those who have managed other people managers Powerful communication skills across all mediums and excellent attention to detail The ability to maintain confidentiality and handle sensitive information An enthusiastic leadership style that motivates and drives others Experience with Slack or similar collaboration tools What We Offer At blithequark, we offer a comprehensive benefits package, opportunities for career growth and development, and a dynamic work environment that fosters innovation and collaboration. Our company culture is built on a foundation of diversity, equity, and inclusion, and we're committed to creating a workplace where everyone can thrive. Career Growth Opportunities As a Customer Care Team Lead, you'll have opportunities to develop your skills and advance your career within the company. You'll be part of a talented team that's shaping the future of pharmacy, and you'll have access to training and development programs to help you grow professionally. Work Environment blithequark is committed to creating a work environment that's inclusive, collaborative, and supportive. Our facilities are designed to promote productivity and well-being, and we offer a range of perks and benefits to help our employees thrive. Compensation and Benefits We offer a competitive compensation package, including salary, benefits, and perks that reflect our commitment to attracting and retaining top talent. Our benefits package includes comprehensive health insurance, retirement savings plans, and paid time off, among other benefits. Join Our Team If you're a motivated and experienced leader looking to make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. At blithequark, we're committed to a diverse and inclusive workplace, and we're proud to be an equal opportunity employer. We don't discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you have a disability and would like to request an accommodation, please visit our website for more information. We look forward to hearing from you and exploring how you can contribute to our mission to revolutionize the pharmacy experience. Apply for this job