Remote Healthcare Customer Service Team Lead

at  ImageNetLLC

JOB DESCRIPTION: HEALTHCARE CONTACT CENTER TEAM LEAD - REMOTE

Position Overview: We are seeking a highly motivated and experienced Healthcare Contact Center Team Lead to manage and guide a team of contact center agents. This leadership role involves direct supervision of 10-50 team members, driving performance, ensuring operational excellence, and fostering a positive, collaborative team environment.

REQUIRED KNOWLEDGE AND SKILLS:

• Proven leadership experience, including managing, coaching, and developing a team.
• Excellent attendance record, proactively planning time off according to company policies.
• Strong motivational and communication skills with a positive attitude.
• Ability to manage multiple responsibilities and take initiative without being asked.
• High attention to detail, with perfect quality scores and no production errors for the past 8-12 months.
• Technical proficiency, including experience in timecard management, quality assurance, and KPI analysis.
• Strong conflict resolution, decision-making, and organizational skills.
• Ability to present accurate data and conduct business reviews.
• Experience collaborating across departments and handling client communications.

SKILLS REQUIRED:

• Strong leadership and management skills
• Excellent communication and customer service abilities
• Analytical and problem-solving skills
• Technical proficiency with contact center tools and software
• In-depth knowledge of quality assurance and reporting
• Organizational and time management skills
• Conflict resolution and decision-making capabilities
  Join Us: This is an exciting opportunity for a motivated leader who thrives in a dynamic environment and is passionate about driving team success. If you have a track record of excellent leadership and operational skills, we encourage you to apply!

• Supervise and manage a team of contact center agents, providing regular coaching and feedback.
• Monitor team performance and address any performance-related issues.
• Conduct training sessions to develop team skills and knowledge.
• Enforce disciplinary action when necessary and ensure adherence to company policies, including PTO and attendance.
• Oversee time tracking for team members, including timecard management and approval.
• Analyze KPIs, such as quality, production, and attendance, and implement strategies for improvement.
• Conduct regular performance reviews and set actionable goals for team members.
• Prepare and present detailed business reviews using accurate data, client feedback, and operational metrics.
• Identify process inefficiencies and implement improvements.
• Collaborate with other departments to resolve operational or technical issues.
• Coordinate with IT support to resolve technical issues for the team.
• Recognize and reward team members for outstanding performance and contributions.
• Address and resolve team conflicts and maintain a positive team dynamic.
• Maintain open communication with clients and internal leadership, escalating any client concerns to the Director or VP as needed.