Cannabis Medical Marijuana Team Lead Jobs

Medical Marijuana Team Lead

Please note that this job is on-site and commuting to the Philadelphia office every day is expected as part of a supervisory role. This contract is also open on all holidays on a work-from-home basis.

There are presently 3 shifts available:

12:30pm-9:00pm, Sunday through Thursday

12:30pm-9:00pm, Friday through Tuesday

7:00am-3:30pm, Friday through Tuesday

Responsibilities

• 
  Align with the Servant Leadership philosophy
• Actively monitoring and solely focused on MM 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 MM team
• Monitor team attendance and report excessive deviations from schedule to Operations Supervisor, Service Desk Manager and Process Analyst
• Keep management informed on any issues and problems affecting team performance
• Keep up to date with changes to processes in RightAnswers

Requirements

• 
  Onsite at InspiriTec headquarters during entire scheduled shift
• 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

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• Directly related to the Department's mission, the incumbent will be responsible to supervise and ensure the Bureau of Vital Records (BVR) customer service representatives provide timely application review, issuance, and services to medical marijuana customers. The incumbent will assist with Medical Marijuana fraud investigation and enforcement activities. Through subordinate staff, this position is responsible for the direction of operational processing of medical marijuana card registrations and for supervising staff that provides supervision to a team of CSRs that serve BVR customers. These CSRs provide customer service functions, records management, security, and fraud investigations. This position is responsible for ensuring that policies, procedures, and desk manuals are established and updated as necessary ensuring the program operates in compliance with governing statutes and rules. This position will assist the Operations Office Chief with Medical Marijuana fraud and enforcement activities as necessary. This position supports the Medical Marijuana Card Registry Program by drafting, vetting, finalizing and tracking legal-related documents, such as Notices of Revocations, denials, customer notification letters, search warrants, subpoenas, and court orders. This position will assist in preparing for administrative hearings and informal settlement conferences and testifying at hearings as necessary. This position is expected to maintain a full understanding of all Arizona Medical Marijuana governing statutes and rules. This position will coordinate with internal and external stakeholders, such as BVR customers, agency legal counsel, the Office of Audit and Special Investigations, the Office of Administrative Counsel and Rules, and state and local law enforcement entities.

Job Duties:

• Manages and directs subordinate staff performing the activities of the Medical Marijuana Card Registry Program, including customer service functions and records management, assigning work and tasks, as well as employee evaluations.
• Perform legal/enforcement-related activities such as drafting, vetting, finalizing, and tracking legal-related documents, such as Notices of Revocations, denials, customer notification letters, search warrants, subpoenas, and court orders. This position will prepare for administrative hearings and informal settlement conferences and testifying at hearings, as necessary.
• Develop and maintain policies, procedures, and desk manuals to reflect best practices within statutes and rules.

Knowledge, Skills & Abilities (KSAs):
Knowledge of:

• Thorough knowledge of public sector program administration of a program with complex requirements, including an understanding of strategies that encourage and promote compliance when working with stakeholders.
• Supervision and management principles and techniques; governing statutes, rules, policies, and procedures
• Principles of data quality and customer service techniques, including complex problem solving
• Performance Management (PM), Continuous Quality Improvement (CQI), and Lean methodologies.

Skill in:

• Leadership and interpersonal relationships in relation to working with other staff, managers, contractors, and staff from other departments and agencies.
• Establish priorities, critical thinking, and problem-solving techniques.
• Excellent oral and written communication skills, organizational skills in achieving assigned objectives.
• Use of office equipment and computer systems, operate new computer systems and processing equipment.

Ability to:

• Communicate, collaborate, and provide consultation to staff as well as internal and external customers.
• Efficiently manage subordinate staff.
• Complete assigned tasks and projects.
• Analyze complex situations to determine appropriate solutions.
• Critical thinking to enhance problem-solving.
• Plan, assign and coordinate the flow of work within the section.
• Work in a fast-paced, high-volume office setting dealing with the public.
• Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Selective Preference(s):

• Bachelor's degree in a related field with 4 years of work experience in a management or a leadership role OR 4 years of work experience may be considered in lieu of a degree.

Pre-Employment Requirements:

• Driver's License.
• Employees who drive on state business require possession of and the ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license checks, must maintain acceptable driving records, and must complete any driver training (See Arizona Administrative Code R2-10-207.11).
• Must possess a valid level one fingerprint clearance card issued pursuant to A.R.S.41-1758.07 or must apply for a level one fingerprint clearance card within seven working days after beginning employment. You will be required to pay an $8.25 fee for fingerprint screening. If hired, you will be able to request reimbursement of the $8.25.

Benefits:
The State of Arizona provides an excellent comprehensive benefits package including:

• Affordable medical and dental insurance plans
• Paid vacation and sick time
• 10 paid holidays per year
• Wellness program and plans
• Life insurance
• Short/long-term disability insurance
• Defined retirement plan
• Award winning Infant at Work program
• Credit union membership
• Transit subsidy
• ADHS Student Assistance Pilot Program

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

• To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will make a contribution to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27 week wait period for contributions to begin.

Contact Us:

Arizona State Government is an EOE/ADA Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling (602) 542-1085. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.

Apply for this job with State of Arizona

Apply now →

By clicking the "Apply now" button, you'll be leaving Fazow and going to an external job application page for this company. Please research all companies before applying. When applying for jobs, you should NOT have to pay to apply. Fazow accepts no liability or responsibility as a consequence of any reliance upon information on external sites or in jobs listed on fazow.com.