Healthcare Contact Center Team Lead - Remote

$37,440 - $41,600/Yr

ImageNetLLC - Waco, TX

Full-time - Mid Level

Remote - Waco, TX

About the position

The Healthcare Contact Center Team Lead is a leadership role responsible for managing and guiding a team of contact center agents. This position focuses on driving performance, ensuring operational excellence, and fostering a positive team environment. The Team Lead will supervise a team of 10-50 agents, providing coaching, conducting training, and addressing performance-related issues while maintaining open communication with clients and internal leadership.

Responsibilities

• 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.

Requirements

• 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.

Nice-to-haves

• Experience in the healthcare industry.
• Familiarity with contact center tools and software.

Benefits

• Competitive hourly pay of $18 - $20.
• Full-time remote work opportunity.
• Opportunities for professional development and training.