Customer Care Center Team Lead

Who we are You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world. At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.

We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.

If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.

Join Sonova. Create sense.

Aurora (IL), United States

Customer Care Center Team Lead

157511

AudioNova, A Sonova Brand

Location: Aurora, IL

750 N. Commons Dr, Suite 200, Aurora, IL 60504

Salary Range: $63,000-68,000 annually

Office Hours: Monday-Friday, 8:30am-5:00pm

Hybrid Schedule: Tuesday, Wednesday & Thursday in Office

What We Offer:

Medical, Dental, Vision Coverage

401K with a Company Match

FREE hearing aids to all employees and discounts for qualified family members

PTO and Holiday Time

No Nights or Weekends.

Legal Shield and Identity Theft Protection

1 Floating Holiday per year

Position Summary

The Team Lead is responsible for mentoring all levels of Hearing Consultants and can successfully exceed the standard performance goals and metrics of a Hearing Consultant. A Team Lead helps to achieve increased scheduling conversion rate to appointments and coaches their team against marketing strategies. A Team Lead has thorough knowledge of Connect Hearing best practices and is viewed as a go-to person on their team. They understand how the business operates within the Sonova framework and are aware of the competition and the factors that differentiate them in the market.

Responsibilities

Expert in conceptual and practical Connect Hearing processes and has moderate knowledge of related Sonova disciplines

Provides continual evaluation of processes and procedures and is responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers

Works as a member/ leader of special or ongoing projects that are important to process improvement

Provides daily direction and communication to employees so that client calls are answered timely, efficiently and in a knowledgeable manner

Provides coaching, counseling, direction and resolution to call center agents that is based on statistical and performance driven data on a regular basis

Leads a team by acting as a mentor and coach, encourages others to meet and exceed goals

Drives the team to increase conversion rate through morale boosting exercises

Communicates complex ideas, anticipates potential objections and able to persuade others

Promotes a collaborative, positive work environment

Identifies training opportunities based on coaching with each team member

Works directly with contact center director and training manager to ensure training needs and performance initiatives are prioritized

Impacts the achievement of customer, operational, or project objectives, as well as sales objectives

Able to solve complex problems and takes a broad company perspective to identify innovative solutions

Audit Inbound and outbound phone calls and/ or correspondence, observe performance, technique, and application of guidelines and procedures of the team

Evaluate and record the quality and performance during each call

Coordinate with management to ensure the appropriate number of audits are completed each month

Upon request attend management meetings and provide input

May handle calls dependent on call volume and training needs periodically

Operates within state and local laws

Other duties as assigned

Qualifications/Skills

General Skills and Attributes:

Excellent interpersonal communication skills with the ability to communicate both written and verbally

Ability to work independently

Persuasive negotiating skills to influence outcomes

Strong relationship building and counseling skills

Ability to work in a fast paced environment

Strong organizational skills

Proficient computer Skills

Eligibility Requirements:

Have excellent attendance

Proven track record of promoting a positive work environment

No disciplinary action in the past 6 months

Strongly believe in provider relations and the HP Experience

Support training modules and consistent approach to training

Education:

High School Diploma or Equivalent

Associate's degree Preferred

Work Experience:

3+ years in a health care environment is preferred

Previous sales and customer service experience is required

Proven marketing, sales and business growth success within a customer-focused environment preferred

Statement of Other Duties:

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.

Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.