
Team Lead
2 weeks ago
QUALIFICATIONS:
- College graduates with 2 to 3 years of total work experience with minimum 2 years as TL in a Contact Center (Healthcare account)
- Well versed in a Healthcare account (US benefits)
- Knowledge: Conflict/Complaints management, HIPAA
What you'll be doing
- Supervise and lead a team of representatives, providing coaching, mentoring and performance management to drive continuous improvement
- Monitor team performance, identify areas for improvement and implement strategies to enhance productivity and efficiency
- Collaborate with the wider customer service team to address escalated customer inquiries and resolve complex issues
- Analyze and report on team and individual performance metrics to inform decision-making and process optimization
- Contribute to the development and implementation of training programs to upskill team members
- Foster a positive, customer-centric team culture and ensure adherence to company policies and procedures.
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