Team Lead

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.