Customer Care Team Lead – Pharmacy Operations at blithequark

Are you a passionate leader with a drive to deliver exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join our dynamic Pharmacy Customer Care team at blithequark, where innovation meets customer-centricity. As a Customer Care Team Lead, you will play a pivotal role in shaping the future of pharmacy by setting the vision and culture of your team, fostering a culture of ownership and engagement, and driving process improvements that delight our customers.

What You'll Do

As a Customer Care Team Lead at blithequark, you will be responsible for leading and developing a team of associates, driving performance goals, and ensuring exceptional customer satisfaction. Your key responsibilities will include:

• Leading and developing a team of associates, responsible for their overall 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 blithequark'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

What We're Looking For

To succeed in this role, you will need:

• A Bachelor's Degree or 2+ years of experience
• The ability to work varying shifts, including nights, weekends, and holidays, as needed
• 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

We're looking for a leader who:

• Displays a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service
• Possesses passionate problem-solving skills
• Can thrive in a fast-paced work environment and adjust focus as needed
• Has demonstrated experience managing Sales/Customer Service teams, preferably in a contact center environment
• Has strong communication skills across all mediums and excellent attention to detail
• Can maintain confidentiality
• Is an enthusiastic leader who can motivate and drive others
• Has experience with Slack

Why Join blithequark?

At blithequark, 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 our website.

What We Offer

As a Customer Care Team Lead at blithequark, you will have the opportunity to:

• Work in a dynamic and innovative environment where no two days are the same
• Lead a team of talented associates who are passionate about delivering exceptional customer experiences
• Drive process improvements and continuous learning through 'kaizen' and lean projects
• Develop and achieve performance goals and objectives that align with the network-wide vision and goals
• Communicate policies and procedures to associates as the primary information source for staff
• Lead engagement activities across your site and foster a culture of ownership and engagement
• Manage Service Level Agreements (SLA) and metrics surrounding quality, customer experience, customer satisfaction, and other necessary Key Performance Indicators (KPI)

How to Apply

If you're a passionate leader with a drive to deliver exceptional customer experiences, we invite you to apply for the Customer Care Team Lead role at blithequark. Please visit our website to submit your application and join our dynamic team. Apply for this job