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. (via careerplan.io/jobs/BA-006-2D-174-5F-602-team-lead-healthcare-customer-service-at-resolvglobal)
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, BPO operations knowledge, healthcare domain familiarity, US business hours availability, technical troubleshooting
Preferred skills
Experience with Microsoft Teams/Office 365, familiarity with remote work tools, adaptability to changing processes
Technologies
Microsoft Teams, Office 365, Windows 11, Ethernet, Webcam, Wired USB Headset
Responsibilities
Lead and motivate a team of customer experience representatives, monitor day-to-day team performance and quality, provide coaching and feedback to improve individual and team performance, support agents with customer escalations, maintain a strong customer-focused culture, monitor attendance and adherence, identify performance gaps and work on improvement plans, communicate operational updates clearly, work closely with trainers during transition, adapt to changing processes and systems
Seniority
Senior, hands-on IC
