Team Lead, Contact Center

Banfield Pet Hospital; Vancouver (WA); Remote; USD 80,000 - 100,000; Full time

Job summary

Banfield Pet Hospital is seeking a Team Lead for their remote call center, responsible for leading teams to provide exceptional customer service and quality assurance. This role requires a blend of leadership and operational excellence, with the opportunity to influence team development and process improvements.

Benefits

Competitive salary with paid time off

Medical, dental, and vision insurance

401(k) Savings Plan with company match

Paid Parental leave

Continuing Education allowance

Qualifications

• At least three years of Call Center management experience required.
• Ability to train, coach, and mentor associates is mandatory.
• Bilingual is preferred, healthcare background is a plus.

Responsibilities

• Provide leadership and management in training, quality, and process within the Call Center.
• Manage call center performance, workflow, and analysis.
• Ensure call center associates deliver exceptional service.

Skills

Leadership

Communication

Mentoring

Problem Solving

Education

Bachelor’s degree in Business or Communications

Job description

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

This will be a remote position based out of the Banfield Pet Hospital headquarters in Vancouver, WA.

Salary Range: $24.59 - $33.81/hour (DOE)

Summary and Qualifications:

Provide leadership, direction, management and mentorship for all quality, training, process and procedures, as well as documentation within the call center and customer service functions of the practice.

The Team Lead facilitates an environment which provides constant improvements to exceptional service, attention to detail and excellent communication with all Central Team Support (CTS) Team, Field Leadership and hospital associates.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Provide leadership and management in training, quality and process within the Call Center.
• Manage call center performance, workflow, analysis and report generation.
• Continuously pursuing and implementing system and process improvements.
• Partner with IT and WPA Operations to develop, implement and maintain the highest quality and most efficient systems to ensure strong internal controls, appropriate financial reporting and leverage human resources.
• Ensure call center associates deliver exceptional service to internal and external customers (including incoming calls from hospitals and clients, resolution of coordinator problems, removing collections flags in PetWare, etc.).
• Develop effective communication with CTS, Field Leadership and hospital associates.
• Create, direct and execute practice priorities pertaining to call center team development.
• Document calls and resolutions using the HEAT call tracking system, ensuring consistency in service.
• Assist hospital teams with adjustments or Optimum Wellness Plan financial information, finding resolution while providing courteous and professional customer service.
• Educate associates on business standards for Optimum Wellness Plans.
• Accurately updated databases which support field reporting on adjustments, Optimum Wellness Plans, collections, etc.
• Other job duties as assigned.

Special Working Conditions:

• Must be hardwired with a minimum 85mbs internet speed.
• Must have a quiet space to work.
• Ability to work at a computer for long periods of time.
• Project timelines and work volume / deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics, and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

Experience, Education and/or Training:

• Bachelor’s degree in Business or Communications is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• At least three years of Call Center management experience are required.
• Ability to train, coach and mentor associates is required.
• Bilingual is preferred.
• Healthcare background (veterinary or human healthcare, pharmaceutical, etc.) preferred.

What We Offer – The Good Stuff:

• Competitive salary with paid time off & holidays so you can spend time with the people you love
• Medical, dental, and vision insurance for you and your loved ones
• Fertility and family-building assistance
• Paid Parental leave
• Practice Paid Basic Life Insurance
• Practice Paid Short- and Long-Term Disability
• Competitive referral program – join our team, bring your friends, and get paid*
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
• Legal Plan
• Health Savings Account & Flexible Spending Account
• Mental health support and resources
• Optimum Wellness Plans for up to three pets
• Continuing Education allowance & MED hours for eligible positions
• Student Debt Relief (for full-time DVMs)
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more

Even More Good Stuff:

• Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
• Health and well-being benefits to support quality of life
• Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
• Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!

*Terms and conditions apply

**Benefits eligibility is based on employment status

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Banfield Pet Hospital strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location. #FT

About the company

Banfield Pet Hospital is a privately owned company based in Vancouver, Washington, United States, that operates veterinary clinics.

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