Team Lead - Customer Service Representative (Healthcare Account)

Job Description:
As a Team Lead for Customer Service Representatives (CSRs) in our Healthcare Account, you will oversee a team of CSRs who are the primary point of contact for customers and clients. Your role involves managing and guiding your team to ensure exceptional service delivery, addressing complex inquiries, troubleshooting issues, and providing critical product or service information. Your leadership will be crucial in maintaining high customer satisfaction and achieving performance targets.

Key Responsibilities:
- Lead and mentor a team of CSRs, providing guidance, support, and feedback to enhance performance.
- Monitor team performance and ensure adherence to service level agreements (SLAs), including call handling time, customer satisfaction scores, and scheduling adherence.
- Handle escalated issues and complaints with a focus on resolution and customer retention.
- Facilitate team meetings, training sessions, and performance reviews to drive continuous improvement.
- Manage scheduling, resource allocation, and workforce planning to meet call volume demands.
- Ensure accurate and confidential management of client and caregiver profiles in AxisCare.
- Collaborate with other departments and management to achieve overall team and organizational goals.
- Implement and uphold best practices for customer service and operational efficiency.

Qualifications:
- Proven experience in a BPO or Call Center environment, with a track record of managing teams.
- Previous experience handling a healthcare account is a must.
- Excellent communication skills in English, both verbal and written.
- Ability to manage high call volumes and perform effectively under pressure.
- Familiarity with AxisCare, Amazon Connect, or similar healthcare software, CRM systems, and call center technology.
- Must have a stable internet connection and a quiet, distraction-free workspace if working remotely.

Benefits:
- Competitive salary with performance-based incentives.
- Opportunities for career advancement and professional development.
- A supportive and inclusive work culture.

If you have experience leading teams within a BPO environment and are passionate about driving excellence in customer service, we encourage you to apply.

Please send us a message with a brief overview of your experience and share a link to your resume.

We look forward to hearing from you!