Telecom Operations Lead & Customer Care Coach

Cone Health; Greensboro (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Cone Health is seeking a Telecommunications Operator Lead to supervise the team handling internal and external telephone inquiries, ensuring quick, accurate responses and superior customer service.

The role requires directing day-to-day operations, coaching staff, and updating directories, with a focus on professional development and efficient information flow to patients and colleagues.

Qualifications

• Requires high school diploma or equivalent.
• 7 years of experience in customer service or telecommunications.
• Experience coaching staff and managing schedules.

Responsibilities

• Manages the day-to-day operations of the team by dispersing assignments and ensuring quick responses at all times.
• Oversees responses to internal and external telephone inquiries for information to ensure patient information is delivered quickly and accurately.
• Coaches and trains new staff in workplace knowledge and procedures to build their professional expertise.
• Resolves escalated customer service issues that have no precedence for more junior associates.
• Oversees the updating of directories and documentation to ensure that all entries are accurate.
• Performs other duties as assigned.

Skills

Team leadership

Coaching

Schedule management

Customer service

Communication

Problem solving

Education

High School Diploma or equivalent

Job description

Cone Health is seeking a Telecommunications Operator Lead to supervise the team handling internal and external telephone inquiries, ensuring quick, accurate responses and superior customer service.

The role requires directing day-to-day operations, coaching staff, and updating directories, with a focus on professional development and efficient information flow to patients and colleagues.