Team Leader

hace 3 semanas

Bogota, Colombia Career Shepherd A tiempo completo

Please submit your CV in English._

**Position**: Healthcare Call Center Team Lead

**Working Hours** : Monday-Friday, 9:00AM-5:00PM EST

**Salary**: USD 1500-2500/month

**About the Company**:
We are a tech enabled health distribution platform. Our digital health brands connect, educate health shoppers and drive action.

We are on a mission to improve health outcomes for more than 60 million Medicare-eligible Americans.

Healthcare is confusing, fragmented, and expensive. Too many people don't understand what their plans actually cover. It’s too hard to make smart care choices. Chronic conditions go unnoticed.

We saw an opportunity to build stronger connections between coverage and care. For the first time, we created a complete end to end health experience,

Our powerful network of healthcare providers, insurance agents, and ai is creating better health outcomes, starting with the 60 million Medicare members.

**Summary of Position**:
We are seeking a dedicated and experienced Call Center Team Lead to join our organization. As the Team Lead, you will play a critical role in overseeing the daily operations of our healthcare call center, ensuring excellent customer service and efficient resolution of inquiries and issues. You will lead a team of call center representatives, provide guidance and support, and contribute to the overall success of the call center. If you have a strong background in call center operations, exceptional leadership skills, and a passion for delivering exceptional customer service, we want you on our team.

**Responsibilities**:

- **Team management**: Lead and manage a team of call center representatives, providing guidance, support, and ongoing coaching. Set performance expectations, conduct regular performance evaluations, and identify opportunities for skill development and improvement.
- **Call center operations**: Oversee the day-to-day operations of the healthcare call center. Ensure adherence to call center protocols, procedures, and service level agreements. Monitor call volume, handle time, and other key performance indicators to optimize efficiency and customer satisfaction.
- **Customer service excellence**: Foster a customer-centric culture within the call center team. Ensure representatives deliver high-quality customer service by resolving inquiries, addressing complaints, and providing accurate and timely information to callers.
- **Training and onboarding**: Develop and implement training programs for new call center representatives. Ensure all team members are equipped with the necessary product knowledge, technical skills, and customer service techniques to excel in their roles.
- **Performance monitoring and reporting**: Track and analyze key performance metrics, such as call volume, call handling time, first call resolution, and customer satisfaction. Provide regular reports on team performance, identifying areas of improvement and implementing strategies for enhancement.
- **Quality assurance**: Implement and maintain quality assurance processes to ensure consistent and compliant call handling. Conduct call monitoring and evaluations to assess adherence to call center standards and regulatory requirements. Provide feedback and coaching to team members to enhance performance and quality of service.
- **Escalation management**: Handle escalated customer inquiries or complaints, ensuring prompt and effective resolution. Collaborate with other departments, such as clinical teams or customer support, to address complex or specialized inquiries that require additional attention.
- **Continuous improvement**: Identify opportunities for process improvements and operational efficiency within the call center. Implement strategies and initiatives to enhance workflows, streamline processes, and elevate the overall performance of the team.

**Requirements**:

- High school diploma or equivalent required.
- Proven experience in a call center environment, with a minimum of 3 years in a leadership or team lead role.
- Excellent knowledge of call center operations, best practices, and customer service principles.
- Strong understanding of healthcare terminology, procedures, and regulations.
- Exceptional leadership and people management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders.
- Proficiency in call center software, customer relationship management (CRM) systems, and other relevant tools.
- Strong problem-solving and decision-making abilities, with a focus on resolving customer inquiries efficiently and effectively.
- Ability to work in a fast-paced environment, multitask, and prioritize workload effectively.
- Flexibility to work non-traditional hours, including evenings and weekends, based on call center needs.

**Holidays**: TBD

**Experience**:

- Team Leader: 3 years (required)

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