Team Lead | Healthcare Customer Service
Core
Lead and support a team of customer experience representatives in a healthcare BPO environment, ensuring high standards in productivity, quality, and customer satisfaction.
Role type
Team Lead (Customer Experience)
Builds
Customer service operations for US-based healthcare programs
Domain
Healthcare / Business Process Outsourcing (BPO)
Deliverable
client delivery (via careerplan.io/jobs/BA-006-2D-174-2B-60C-team-lead-healthcare-customer-service)
Required skills
Team leadership, coaching, performance monitoring, escalation management, bilingual communication (English/Spanish), remote work management, operational adaptability
Preferred skills
Healthcare domain expertise, experience with US business hours, tech-savviness
Technologies
Microsoft Teams, Office 365, Windows 11
Responsibilities
Lead, support, coach, and motivate a team of customer experience representatives; Monitor day-to-day team performance and help ensure productivity and quality expectations are met; Provide coaching and feedback to improve individual and team performance; Support agents with customer escalations and challenging interactions; Identify performance gaps and work with team members on improvement plans; Communicate operational updates, expectations, and feedback clearly to the team
Seniority
Individual Contributor (Lead)
