Experienced Customer Care Team Lead – Driving Excellence in arenaflex Pharmacy Customer Experience

At arenaflex, we're revolutionizing the future of pharmacy by delivering exceptional customer-centric care. As a Customer Care Team Lead, you'll play a pivotal role in shaping the vision and culture of our team, driving customer satisfaction, and implementing innovative solutions to customer impacting issues. If you're passionate about the future of healthcare and are ready to make a lasting impact, join our dynamic team and be part of a legacy that's changing lives.

What You'll Do

As a Customer Care Team Lead at arenaflex, you'll be responsible for leading and developing a high-performing team of associates, driving performance management, and achieving network-wide vision and goals. Your key responsibilities will include:

• Leading and developing a team of associates, responsible for overall performance management, coordination, and evaluation
• Developing and achieving performance goals and objectives in line with arenaflex's network-wide vision and goals
• Carrying out supervisory responsibilities in accordance with arenaflex's policies and procedures, including interviewing, training, planning, and assigning work, reviewing employee performance, and conflict resolution
• Mentoring new managers and employees with high growth potential
• Developing and achieving performance goals for individuals and teams
• Communicating policies to associates as the primary information source for staff
• Leading engagement activities across your site
• Managing Service Level Agreements (SLA) and metrics surrounding quality, customer experience, customer satisfaction, and other necessary Key Performance Indicators (KPI)
• Troubleshooting issues relating to process affecting SLAs compliance
• Assuming direct report job responsibilities as needed to meet performance goals and ensure SLAs are met
• Responsible for quality and productivity of assigned team
• Identifying customer issues, building, and implementing solutions to include process improvements
• Driving process improvement and continuous improvement culture through 'kaizen' and lean projects
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; recognizing and administering rewards for associates
• Insisting on high standards while nurturing a culture of Ownership and Engagement
• Demonstrating a strong bias for action in identifying areas to improve processes

What We're Looking For

To succeed in this role, you'll need:

• A Bachelor's Degree or 2+ years of experience
• Openness to varying shifts dependent on business needs (including nights, weekends, and holidays)
• Experience with Microsoft Office Suite and Google Suite
• 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

Nice to Have

* A positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service

• Passionate problem-solving skills
• Ability to thrive in a fast-paced work environment and adjust focus as needed
• Ability to work from the arenaflex Pharmacy facility
• Demonstrated experience managing Sales/Customer Service teams, preferably in a contact center environment
• Strong preference for those who managed other people managers
• Powerful communication skills across all mediums and excellent attention to detail
• Ability to maintain confidentiality
• An enthusiastic leader who can motivate and drive others
• Experience with Slack

Why Join arenaflex?

At arenaflex, we're committed to a diverse and inclusive workplace. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert link].

What We Offer

As a Customer Care Team Lead at arenaflex, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Opportunities to make a meaningful impact in the lives of our customers

How to Apply

If you're ready to join a team that's changing the face of pharmacy, apply now! Visit [insert link] to submit your application and take the first step towards a rewarding career with arenaflex. Apply for this job