Healthcare - Team Lead (Temporary)

The Role

We’re currently looking for a motivated Team Lead to provide front-line direction to our Customer Support team. In this role, your focus is on ensuring your team provides the best customer experience for your client. You drive the performance of your team members and coach them as to how to work in the most optimal way to continuously hit their goals and provide exceptional service.

Your team will be encouraging patients to enroll in a smartphone application that will assist them in proactively monitoring their health outcomes. This application helps customers take their medication on time, check their clinical values (blood pressure, heart rate, etc.), complete appointments, preventative screenings, and lab appointments, and build overall habits around self-care. This application has proven to reduce inpatient hospitalization by 42% and reduce emergency room utilization by 29%!

What You’ll Do

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction
• Develop and optimize customer service processes and workflows to improve efficiency and productivity
• Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary

What We Expect From You

• Proven experience in a customer support supervisory role, preferably in a contact center environment
• Strong leadership and team management skills, with the ability to motivate and inspire a team
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members
• Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment
• Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability
• Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions
• Able to work in a fast-paced, dynamic environment and manage multiple projects simultaneously

What You’ll Get In Return

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Remote working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities