Experienced Customer Care Team Lead – Pharmacy Operations at arenaflex
About arenaflex
At arenaflex, we're revolutionizing the future of pharmacy by delivering exceptional customer experiences that set a new standard in the industry. Our commitment to being the earth's most customer-centric pharmacy drives us to innovate and push boundaries every day. We're not just building a pharmacy – we're building a community that cares. If you're passionate about shaping the future of healthcare and making a meaningful impact, join us on this exciting journey.Job Summary
We're seeking an experienced Customer Care Team Lead to join our Pharmacy Operations team at arenaflex. As a Team Manager, you'll set the vision and culture of your team by driving individual and team performance, improving customer satisfaction, and identifying customer-impacting issues. You'll be responsible for leading a team of associates, developing and achieving performance goals, and implementing dynamic solutions to drive business success.Key Responsibilities
As a Customer Care Team Lead at arenaflex, you'll be responsible for:- Leading and developing a team of associates, including performance management, coordination, and evaluation
- Developing and achieving performance goals and objectives in line with the 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, including 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
Essential Qualifications
To be successful in this role, you'll need:- Bachelor's Degree or 2+ years of experience
- Must be open to varying shifts dependent on business needs (this includes but is not limited to 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
Preferred Qualifications
While not required, the following qualifications would be beneficial:- Display 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 by Amazon Pharmacy facility
- Demonstrated experience managing Sales/Customer Service teams, preferably in a contact center environment
- Strong preference to 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 is able to motivate and drive others
- Experience with Slack
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping you grow and develop your skills. As a Customer Care Team Lead, you'll have access to:- Regular training and development opportunities to enhance your leadership skills
- Opportunities to work with cross-functional teams to drive business success
- Access to arenaflex's comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- Flexible work arrangements, including remote work options
- Opportunities to participate in arenaflex's community outreach and volunteer programs
Work Environment and Company Culture
At arenaflex, we're proud of our inclusive and supportive work environment. Our culture is built on:- Collaboration and teamwork
- Open communication and feedback
- Continuous learning and development
- Customer-centricity and a passion for delivering exceptional experiences
- Embracing diversity and promoting inclusivity
Compensation, Perks, and BenefitsCompensation, Perks, and Benefits
As a valued member of our team, you'll enjoy a comprehensive compensation package that includes:- A competitive salary and bonus structure
- A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- Flexible work arrangements, including remote work options
- Access to arenaflex's employee assistance program, including mental health resources and employee wellness initiatives
- Opportunities to participate in arenaflex's community outreach and volunteer programs
- A generous paid time off policy, including vacation days, sick leave, and holidays