Lead a Medical Marijuana help desk team supporting callers and agents across the Philadelphia office and remote/hybrid schedules.

Support and align with the Servant Leadership philosophy
Monitor the Medical Marijuana team chat during scheduled shifts
Oversee the inbound call queue to help ensure timely call answering and adequate staff coverage during higher volume
Coordinate with other leads on breaks and other items that affect team performance
Take calls from the queue when needed
Accept live transfers from agents for supervisor requests from callers
Help with supervisory callback coverage by participating in callbacks within 2 business hours of the agent posting the call
Review and escalate tickets in Salesforce in a timely manner
Answer agent questions in chat immediately, including requests for password and/or email updates
Anticipate escalation needs and take over calls from agents when required
Maintain full knowledge of processes and policies for the Medical Marijuana team
Monitor team attendance and report excessive schedule deviations to project leadership and management
Keep management informed of issues impacting team performance
Stay current on process updates in RightAnswers

Ability to adapt to sudden or unexpected DOH and/or InspiriTec policy or process changes
Coaching and communication skills
Experience training and coaching employees for performance improvement
Ability to work collaboratively with diverse team members and also lead independently
Customer service experience is essential
Knowledge of performance evaluation procedures, including SLA, KPI, and other performance metrics
Outstanding communication and negotiation abilities
Process-oriented approach
High school diploma or equivalent; more education, especially in a supervisory role, is preferred
Supervisory experience may be required
Technology proficiency, especially computers, software applications, and phone systems
Excellent problem-solving skills
Ability to stay calm and courteous under pressure, including during busy hours and tense situations
Strong communication skills and attention to detail when conveying information
Ability to work effectively, compassionately, and diplomatically with people with disabilities, as well as InspiriTec Call Center customers and the DOH

Location: Philadelphia, PA (hybrid). Job type: contract. Schedule note: potential weekend and nighttime hours.

Salary: USD 19 to 19 per hour.

Medical Marijuana Help Desk - Team Lead

Job Description