Lead and inspire a team of customer service representatives to deliver excellent levels of individual and team performance to ensure client satisfaction.
Manage the team’s day-to-day operations
Ensure that each team member meet compliance, quality and accuracy in their work
Assist with onboarding new hires
Develop processes and maintain regular coaching sessions to increase productivity
Provide support and assistance to the client
Responsible to ensure that SLAs are met
Prepare weekly reports and other information as required by Management and client
Qualifications:
Must have at least 2 years experience as a Team Leader/ Supervisor handling an international healthcare account
Strong interpersonal skills with ability to liaise with clients, management and team members
Knowledge of performance metrics – implementation and monitoring
Excellent verbal and written communication skills
Must be organized and adept in multi-tasking
Proficient in MS Office applications and trainable in other software
