Team Lead | Healthcare Customer Service
Core
Lead and coach 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) (via careerplan.io/jobs/BA-006-2D-174-5F-604-team-lead-healthcare-customer-service-at-resolvglobal)
Deliverable
client delivery
Required skills
Team leadership, coaching, performance monitoring, escalation management, bilingual communication (English/Spanish), remote work management, BPO operations knowledge
Preferred skills
Healthcare domain expertise, adaptability to changing processes, strong organizational skills
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; Monitor attendance, adherence, performance, and overall team engagement; Identify performance gaps and work with team members on improvement plans
