At Towne Park, it’s more than a job, you can make an impact.

A career with us is rewarding in more ways than one.

As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do.

Towne Park is a place where you can make a difference and create smiles every day.

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Job Details

Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The hourly base pay range for this position is $17.00 per hour.

Work Schedule: The work schedule for this position is 2PM - 10:30PM/Rotating Weekends. Resume required.

Benefits: Employees are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are also able to enroll in the company’s 401k retirement savings plan.

Eligibility requirements depend on your job classification, length of employment and number of hours worked. Benefits are subject to change and may be subject to a specific plan or program terms.

Seasonal and temporary roles are not eligible for benefits outlined above.

SUMMARY
The Call Center Team Lead leads, monitors, and supervises the Parking Service Advisors to achieve goals that contribute to the Call Center department. Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility. The Call Center Team Lead resolves customer questions or complaints, assists the training department with developing programs and procedures to enhance productivity and performance.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

• Lead, manage and motivates Parking Service Advisors
• Assists with inbound calls, in person requests and email inquiries
• Assists with the creation of SOP’s (standard operating procedures)
• Supports departmental projects and initiatives
• Assists with the Development of Knowledge Data Base
• Develop and enforce Key Performance Indicator’s
• Works with the Quality Assurance Team to support performance gaps of the team
• Evaluates and records all performance related matters with team members
• Assists with the training of new team members

• Partners with Call Center Supervisor, Trainer and Call Center Manager
• Additional duties as assigned

QUALIFICATIONS

Education:

• High School diploma (or equivalent) required.

Work Experience:

• Minimum 2 year of customer service experience required, preferably in a call center environment
• Minimum 2-5 years in a leadership role. Team Lead, Supervisor, Sr. Supervisor, preferably in a call center environment.

Knowledge & Skills:

• Possess solid verbal and written communications skills.
• Proficient in Word, Excel, PowerPoint, and Microsoft Office
• Reliable transportation to and from work
•  Good organizational and problem-solving skills.
•  Ability to work independently and within established guidelines.
•  Ability to follow direction.
•  Ability to effectively work within a team.

SCOPE                                                                                                                          

Authority to Act:

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