Team Leader - Operations - Healthcare Non-licensed

Role overview Lead the day-to-day work of a customer service or sales team in a contact center. You will coach associates, monitor performance, address customer escalations, and help the team meet service and operational expectations.

Responsibilities - Track individual performance against established key performance indicators and give associates regular, practical feedback. - Stay available on the production floor, checking that associates are engaged and systems are working properly. - Create and follow written improvement plans with associates whose performance is below expectations. - Resolve escalated customer concerns and communicate relevant information among associates, contact center management, and client contacts. - Support associate interviews and selection, and provide on-the-job coaching or additional training as needed.

Requirements - A related bachelor’s degree, or at least one year of customer service or sales experience, or an equivalent combination of education and experience. - Strong spoken and written communication, organizational, and interpersonal skills. - Ability to analyze issues, solve problems, multitask, and work effectively in a fast-paced setting. - Familiarity with common Windows productivity software, including Word, Excel, PowerPoint, and Outlook. - Reliability in attendance and completing assignments, and flexibility to work varied schedules. - Ability to pass a background check and drug screening.

Nice to have - Previous contact center experience and experience supervising or leading a team.