Team Lead Healthcare Customer Service (Remote)

We are seeking an accomplished and committed Healthcare Customer Service Team Lead to oversee and mentor a dedicated group of contact center agents in a remote setting. This leadership role presents an excellent opportunity for an individual who is passionate about fostering team potential and enhancing service delivery within the healthcare sector.

Key Responsibilities

• Provide effective leadership and coaching to a team of 10-50 contact center agents, supporting their professional development.
• Regularly assess team performance, addressing challenges and implementing strategies for improvement.
• Facilitate comprehensive training sessions to enhance team capabilities and product expertise.
• Uphold company policies regarding attendance, time management, and performance metrics.
• Manage timecard approval processes, ensuring accuracy and timeliness.
• Analyze key performance indicators (KPIs) including quality, productivity, and attendance, developing actionable strategies for enhancement.
• Conduct performance reviews, establishing clear and attainable goals for team members.
• Prepare and deliver business reviews, leveraging data-driven insights and client feedback.
• Identify and implement process improvements to enhance efficiency and service quality.
• Collaborate with cross-functional departments to resolve operational or technical challenges.
• Address technical issues with IT support to ensure seamless team operations.
• Acknowledge and celebrate exceptional team contributions and performance.
• Effectively manage team conflicts, fostering a supportive and positive work atmosphere.
• Maintain open lines of communication with clients and internal leadership, escalating concerns as necessary.

Required Skills

• Demonstrable leadership experience with a focus on team management, coaching, and development.
• Proven record of excellent attendance with the ability to schedule time off proactively.
• Exceptional communication and motivational skills coupled with a positive demeanor.
• Competence in handling multiple priorities in a fast-paced environment.
• Keen attention to detail, ensuring high-quality performance and minimal errors.
• Technical proficiency in timecard management, quality assurance practices, and KPI analysis.
• Capability to resolve conflicts and make informed decisions in a team context.
• Experience in presenting analytical data and conducting business reviews.
• Ability to collaborate effectively across departments while managing client relationships.

Qualifications

• High school diploma or equivalent; a Bachelor’s degree in a related field is preferred but not mandatory.
• Proven leadership experience within a contact center environment.
• Experience in mentoring and developing teams, alongside familiarity with quality assurance processes and KPI evaluation.

Career Growth Opportunities

This role provides ample opportunities for personal and professional development, including conducting training sessions and regular performance reviews to foster team skills and growth.

Company Culture And Values

We are committed to creating a collaborative and supportive work environment where team achievements are recognized and celebrated. Our culture emphasizes clear communication, operational excellence, and a focus on service delivery.

Join Us

If you are a driven leader seeking to empower your team and enhance operational excellence in a remote setting, we invite you to apply and become part of our reputable organization.

Employment Type: Full-Time