Healthcare Team Lead Customer Service Wfh (Remote)

Job Overview

We are in search of an enthusiastic and seasoned Healthcare Customer Service Team Lead to oversee a dedicated team of contact center agents in a remote setting. This pivotal leadership position entails direct supervision of a team ranging from 10 to 50 members, with a focus on enhancing performance, ensuring operational excellence, and cultivating a collaborative team environment.

Key Responsibilities

• Lead and manage a team of contact center agents, providing ongoing coaching and insightful feedback.
• Track and assess team performance, proactively addressing any performance-related challenges.
• Organize and conduct training sessions aimed at enhancing team skills and knowledge.
• Uphold and enforce company policies, implementing disciplinary actions as necessary.
• Manage time tracking for team members, including the approval of timecards.
• Evaluate key performance indicators (KPIs) such as quality, productivity, and attendance to devise strategies for improvement.
• Conduct regular performance reviews, setting actionable goals for team members to strive towards.
• Prepare and present comprehensive business reviews utilizing accurate data and operational metrics.
• Identify and rectify process inefficiencies, implementing improvements as needed.
• Collaborate with other departments to swiftly resolve operational or technical challenges.
• Work with IT support to address any technical issues affecting the team.
• Acknowledge and celebrate exceptional performance and contributions from team members.
• Manage and resolve team conflicts, fostering a positive and productive team dynamic.
• Maintain effective communication with clients and internal leadership, escalating concerns as necessary.

Required Skills

• Proven leadership capabilities, with experience in managing, coaching, and developing teams.
• Excellent attendance and proactive planning of time off in compliance with company policies.
• Strong motivational and communication skills, complemented by a positive demeanor.
• Ability to juggle multiple responsibilities and take initiative independently.
• Exceptional attention to detail, maintaining high-quality standards and minimal production errors.
• Technical expertise, including familiarity with timecard management and KPI analysis.
• Strong skills in conflict resolution, decision-making, and organization.
• Proficiency in presenting accurate data and conducting business reviews.

Qualifications

• A minimum of 3-5 years of leadership experience in a contact center environment is essential.
• Demonstrated success in achieving performance metrics and effectively leading teams.

Career Growth Opportunities

Our organization is committed to fostering continuous professional development. This role presents significant opportunities for advancement through ongoing training and constructive performance evaluations, where team members can set actionable goals to enhance their skills.

Why Join Us

This position is an excellent opportunity for a driven leader who thrives in a fast-paced environment and is dedicated to cultivating team success. If you possess a proven track record of exemplary leadership and operational acumen, we strongly encourage you to apply.

Employment Type: Full-Time