Team Lead | Healthcare Customer Service
Core
Lead, coach, and support a team of customer experience representatives in a healthcare BPO environment, ensuring productivity, quality, and adherence to US business hours.
Role type
Senior IC Team Lead (Healthcare Customer Service)
Builds
Customer experience operations for US-based healthcare programs
Domain
Healthcare / Business Process Outsourcing (BPO)
Required skills
Team leadership, coaching, performance monitoring, escalation management, bilingual communication (English/Spanish), remote work management, operational reporting, process adaptation, stakeholder communication, quality assurance
Preferred skills
Healthcare domain expertise, BPO contact center experience, tech-savviness, organizational skills
Technologies
Microsoft Teams, Office 365, Windows 11, dual monitors, wired headset (via careerplan.io/jobs/BA-006-2D-174-3B-604-team-lead-healthcare-customer-service)
Responsibilities
Lead and motivate a team of customer service agents, monitor team performance and quality metrics, provide coaching and feedback, support agents with escalations, maintain customer-focused culture, manage attendance and adherence, identify performance gaps, communicate operational updates, collaborate with trainers on onboarding, adapt to changing processes
Seniority
Senior, hands-on IC
