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
Senior IC team lead (healthcare customer service)
Builds
Customer experience operations for US-based healthcare clients
Domain
Healthcare / BPO (via careerplan.io/jobs/BA-006-2D-174-99-606-team-lead-healthcare-customer-service-at-resolvglobal)
Required skills
Team leadership, BPO operations, Healthcare customer experience, Remote work management, Performance monitoring, Coaching, Escalation handling, Bilingual communication (English/Spanish), US business hours availability
Preferred skills
Tech-savviness, Adaptability to changing processes
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; Identify performance gaps and work with team members on improvement plans; Communicate operational updates, expectations, and feedback clearly to the team
Seniority
Senior, hands-on IC
