Medical Marijuana Help Desk - Team Lead

**Medical Marijuana Team Lead** **Please note that this job has opportunities for on\-site work at the Philadelphia office as well as remote/hybrid work. Weekend and nighttime work may also be expected. This contract is also open on all holidays on a work\-from\-home basis.** **Responsibilities** * Align with the Servant Leadership philosophy * Actively monitoring the Medical Marijuana team chat when scheduled * Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume * Actively communicating with the other leads regarding breaks and other issues that directly impact team performance * Taking calls in queue when required * Accepting live transfers from agents for supervisor requests from callers * Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent * Reviewing and escalating tickets in Salesforce in a timely manner * Immediately answer questions and requests for password and/or email updates from agents in chat * Anticipate escalation and take over calls from agents when needed * Fully knowledgeable about processes and policies related to the Medical Marijuana team * Monitor team attendance and report excessive deviations from schedule to project leadership and management * Keep management informed on any issues and problems affecting team performance * Keep up to date with changes to processes in RightAnswers **Requirements** * Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec * Coaching and communication skills * Experience training and coaching employees for performance improvement * Ability to work as part of a team of diverse individuals, as well as lead independently * Experience in customer service is essential * Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics * Outstanding communication and negotiation abilities * A process\-oriented approach * High school diploma or equivalent, but more education, especially in a supervisory role is preferred * Supervisory experience may be required * Proficiency with technology, especially computers, software applications, and phone systems * Excellent problem\-solving skills * Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours * Strong communication skills and attention to detail when conveying information * Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH **EEO/Disability/Vets**