Team Supervisor - LifeMD

About us

LifeMD is headquartered in NYC and is a leading provider of virtual primary care. LifeMD offers telemedicine, laboratory and pharmacy services, and specialized treatment across more than 200 conditions, including primary care, men’s health, women’s health, allergy & asthma, and dermatology. Leveraging a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, and a US-based patient care center, LifeMD is elevating healthcare by increasing access to top-notch and affordable care. LifeMD is currently in the midst of immense growth and was recently ranked #166 in the 2023 Deloitte Fast 500.

About the role

Join the LifeMD team as a Supervisor, where you'll inspire and lead a dynamic group of Medical Support Representatives (MSRs) dedicated to delivering outstanding care to our telehealth patients. In this vital role, you'll ensure that your team excels by meeting performance standards, adhering to healthcare protocols, and fostering a compassionate and effective patient experience. You will engage in coaching agents and fine-tuning operations to boost patient satisfaction and optimize processes. Keeping your team motivated and focused will be key to your success. Please note that flexibility is essential, as candidates should be available for nights, weekends, and holidays as required by the business.

Responsibilities

• Coaching and Development – The Team Supervisor is responsible for fostering a culture of continuous improvement through targeted coaching and development. This includes providing regular feedback to team members, guiding them in effective communication and problem-solving skills, and ensuring alignment with telehealth service standards. The supervisor also facilitates training on new protocols, tools, and best practices, as needed. 
•  Monitor adherence – The Team Supervisor is responsible for monitoring team adherence to schedules, tracking attendance, and evaluating productivity to ensure efficient operation and optimal patient service levels. This includes overseeing shift compliance, managing real-time staffing needs, and utilizing performance metrics to assess individual and team productivity
•  Master product knowledge – Act as a product expert for your team to ensure the information given to team members is accurate, up-to-date, and strategic.

•  Timecards – Fix missed punches, ensure agents are taking proper lunch breaks, etc. Verify timecard matches Five9/time worked.

Requirements

• High school diploma or equivalent; bachelor's degree in business, marketing, or related field preferred.
• At least 2-3 years of experience in call center operations, with at least 1 year in a supervisory role.
• Strong communication and interpersonal skills, with the ability to work effectively with call center staff at all levels of the organization.
• Strong problem-solving and analytical skills, with the ability to identify areas for improvement and develop targeted improvement plans.
• Strong organizational and project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Knowledge of call center technologies and systems, including telephony systems, workforce management systems, and customer relationship management (CRM) systems.
• Strong attention to detail, with the ability to develop and maintain accurate and up-to-date call center performance metrics and reporting tools.

Benefits

• Base Salary: $60,000
• Quarterly Bonuses
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Public Holidays)