Team Lead | Healthcare Customer Service
Core
Lead and coach a team of customer experience representatives in a US-based healthcare program, ensuring high standards in productivity, quality, and customer satisfaction.
Role type
Team Lead (Customer Experience)
Builds
Customer experience operations for US-based healthcare clients
Domain
Healthcare / BPO
Deliverable
client delivery
Required skills
Team leadership, coaching, performance monitoring, escalation management, bilingual communication (English/Spanish), remote work management, operational reporting (via careerplan.io/jobs/BA-006-2D-174-99-604-team-lead-healthcare-customer-service-at-resolvglobal)
Preferred skills
Healthcare domain knowledge, fast-paced environment adaptability, process improvement
Technologies
Microsoft Teams, Office 365, Windows 11, dual monitors, wired headset
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
