A$ A' "A' ?POSITIONA' A' A' A' A' Program Support Specialist (Team Lead)JOB DESCRIPTION We are looking for a Call Center Representative Team Lead, that will manage all 20 Program Support Specialists. The successful candidate will be the lead problem solver, set example for all staff, manage workflows for all staff, implement best practice procedures/policies and be the POC for TCG-STL and customer. A' The candidate will accept ownership for effectively solving customer issues from inbound calls from the National Call Center, solve complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.Key Intangible skills:A' .A' A' A' A' A' A' A' A' Strong and tested leadership skills A' .A' A' A' A' A' A' A' A' Strong and tested employee conflict resolution skills A' .A' A' A' A' A' A' A' A' Strong communication and organizational skills A' A' A' .A' A' A' A' A' A' A' A' Highly audible voice with superior enunciation and pronunciation A' .A' A' A' A' A' A' A' A' High degree of patience and able to deescalate customer A' .A' A' A' A' A' A' A' A' Must self-motivate and deliver resultsPrimary Responsibilities:Primary point of contact (POC) for TCG-STL to the customer Manage all Program support specialistManage data and files, analyze data, and communicate with stockholdersEnsure information systems are streamlined and work properly in accordance with best data practicesCreate and implement all staff and customer workflowsAttend all customer meeting (onsite at customer, virtual or at TCG-STL headquarters)Create all staff training manuals, and updatesCreate all reporting deliverables from TCG-STL to customer and to TCG-STL senior managementCreate productivity and performance dashboards for customer and TCG-STL to provide clear evidence of TCG-STL performance to customer. Review, implement and enforce all customer policies and procedures to staffA' Assist clients with retrieving relevant information from the NAD's database, such as program information and updated program and servicesCreate and disseminate updates on data processes and procedures to Answer Desk staff, management, and shareholdersCommunicate with customers via Instant Messaging regarding questions outside of the scope of general knowledge base information botReview incoming requests to determine the lead office assignment, response method, and assignments to clearing officesOther management duties as assigned by TCG-STL senior management A' Qualifications:Associate Degree (required). Bachelor's degree (preferred) Microsoft software suite (required) Document Management System (required) Five (5) year relevant Team Lead/Supervisor experience in Call Center (minimum) Qualified candidates must possess excellent interpersonal communication ability, customer service skills, and telephone etiquette. Must be able to perform in a high-pressure environment and have the ability to organize multiple tasks and prioritize responsibilities. Must maintain an important level of confidentiality. Must present professionally, have a pleasant personality, and ability to communicate positively with patients and staff.?We offer competitive salaries and a robust benefit package:A' .A' A' A' A' A' A' A' A' Salary: Up to $76,960 annually A' A' .A' A' A' A' A' A' A' A' Comprehensive Training ProgramA' .A' A' A' A' A' A' A' A' Health, dental & vision insuranceA' .A' A' A' A' A' A' A' A' Insurance begins 30 days after hireA' .A' A' A' A' A' A' A' A' 10 days of Paid time off (Sick and Vacation) and nine paid holidays per yearA' .A' A' A' A' A' A' A' A' 401(K)-plan available for all employeesA' .A' A' A' A' A' A' A' A' Flexible spending accounts for health & childcare expensesA' .A' A' A' A' A' A' A' A' Life InsuranceA' .A' A' A' A' A' A' A' A' Long Term DisabilityA' .A' A' A' A' A' A' A' A' Employee Assistance Program