Team Lead

hace 4 días

Bogotá, Bogotá D.E., Colombia Connext A tiempo completo

The Team Leader is responsible for overseeing day-to-day team operations, ensuring service, quality, and compliance standards are met. This role provides coaching, mentoring, and development opportunities to team members, supports workforce planning and scheduling, and manages escalations to deliver compassionate, efficient, and compliant healthcare member services. The Team Leader fosters a positive, productive environment that drives member satisfaction, employee engagement, and operational excellence.

Job Description


• Oversees daily team performance, ensuring service, quality, and compliance goals are consistently achieved.


• Provides coaching, mentoring, and development opportunities to strengthen team capability and engagement.


• Handles escalated member or provider issues, ensuring timely and empathetic resolution.


• Tracks and reports on team KPIs, attendance, and adherence, identifying areas for improvement.


• Partners with Trainers and Quality Analysts to reinforce training initiatives and improve member experience.


• Promotes a culture of accountability, service excellence, and teamwork within the unit.


• Supports workforce planning, scheduling, and resource allocation to meet call demand and service requirements.

Required Qualifications


• Demonstrates strong leadership and coaching skills with a focus on employee engagement and performance management.


• Problem-solving and decision-making abilities.


• Manage and improve performance metrics, compliance, and service quality.


• Clear and coherent both written and verbal communication skills in English.

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