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
Team Lead (Customer Experience)
Builds
Customer experience operations for a US-based healthcare program (via careerplan.io/jobs/BA-006-2D-174-5F-600-team-lead-healthcare-customer-service-at-resolvglobal)
Domain
Healthcare / Business Process Outsourcing (BPO)
Deliverable
client delivery
Required skills
Team leadership, coaching, performance monitoring, escalation management, bilingual communication (English/Spanish), remote work management, operational reporting
Preferred skills
Healthcare domain expertise, experience with US business hours, tech-savviness
Technologies
Microsoft Teams, Office 365, Windows 11
Responsibilities
Lead and motivate a team of customer experience representatives, monitor day-to-day team performance and quality, provide coaching and feedback, support agents with escalations, maintain customer-focused culture, monitor attendance and adherence, identify performance gaps, communicate operational updates
Seniority
Individual Contributor (Lead)
