Team Lead

International BPO Team Lead

What You’ll Do Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You'll motivate your team to make sure they're on track to meet both and client metric performance goals. You'll answer associate's questions, listen to, and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as you're the first-line manager for your team.

During a Typical Day, You’ll

• Coach associates to ensure the achievement of company and client goals while addressing employee-related issues and coordinating training on new or revised information relating to services, products, or processes of projects.

• Manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team, processing payroll, and other administrative tasks.

• Motivate and mentor your team by providing constant coaching and feedback, celebrating successes with recognition, and having those difficult conversations when needed

• Utilize numerous and client tools and applications throughout your day to accomplish required tasks. Troubleshoot technology issues and support outage processes

• Impact the financial health of our company as you lead with compassion, help retain our most valuable assets, our employees, and influence other drivers including absenteeism and occupancy What You Bring to the Role

• Associate degree, technical school, or equivalent work experience of 6 months or more in a call center, preferably with experience in handling or supporting a healthcare account/program.

• Promote a performance-driven culture and always work towards reaching for amazing, mentor and inspire others • Utilize time management skills and manage priority tasks

• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks

• Customer-focused mindset

• Comfortable with computer systems What You Can Expect

• Supportive of your career and professional development

• An inclusive culture and community minded organization where giving back is encouraged

• A global team of curious lifelong learners guided by our company values

• Ask us about our paid time off (PTO) and wellness and healthcare benefits

• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)