Concierge Team Lead

Sterling is looking for a Team Lead to oversee our Healthcare Concierge Operations team. Our Concierge Operations team provides registration and order management support to our Healthcare clients. The Team Lead will provide day-to-day coaching, training, and guidance to team members and ensure key performance indicators such as productivity, quality and client care are met.

This Is What You’ll Do:

• Train Concierge Team in work instructions and standard operating procedures (SOP)
• Monitor productivity and quality of work to ensure customer satisfaction
• Answer Concierge Team questions; provide guidance and coaching, as necessary
• Escalate concerns or issues to Concierge Operations Manager
• Revise procedures and protocols as necessary
• Orient new team members to the procedures and expectations of the team
• Consistently offer exceptional customer service to clients
• Ensure positive team morale and lead by example
• Track and manage team goals and key performance indicators

This Is What You’ll Do:

• Train Concierge Team in work instructions and standard operating procedures (SOP)
• Monitor productivity and quality of work to ensure customer satisfaction
• Answer Concierge Team questions; provide guidance and coaching, as necessary
• Escalate concerns or issues to Concierge Operations Manager
• Revise procedures and protocols as necessary
• Orient new team members to the procedures and expectations of the team
• Consistently offer exceptional customer service to clients
• Ensure positive team morale and lead by example
• Track and manage team goals and key performance indicators

This Is What We’re Looking For:

• Associate Degree required; Bachelor’s Degree preferred (or equivalent experience)
• Experience in supervising a team of individuals in achieving key performance levels
• Experience in Healthcare industry; knowledge of healthcare clients
• Experience in customer service or call-center environment a plus
• Comfortable using technology; strong ability to navigate through operating systems, internet, excel and software easily