Job Description
We are looking for a detail-oriented and proactive Team Lead to manage the daily activities of our healthcare teams, with a strong focus on high-volume inbound call handling and queue management. The successful applicant will possess a strong grasp of healthcare procedures, exceptional leadership abilities, and a commitment to fostering a positive, collaborative team culture.
This is an on-site role in Bogota.
Responsibilities:
- Lead a team of associates with a primary focus on inbound call handling and effective queue optimization to meet performance metrics.
- Monitor team performance and implement improvement plans where needed.
- Ensure compliance with relevant industry regulations and data privacy standards.
- Conduct regular coaching and implement strategies for constant follow-up on tasks and individual performance to drive growth.
- Manage scheduling, shift coverage, and SLA adherence.
- Handle escalations and provide resolution support for complex customer issues.
- Prioritize team engagement and foster a collaborative, high-performance team culture through proactive leadership.
- Participate in client calls, audits, and reporting as required.
- Identify opportunities for process improvement and recommend solutions to enhance service delivery.
Required Skills/Abilities:
- Advanced English proficiency
- Exceptional expertise in inbound call handling and real-time queue management within a voice LOB environment.
- Excellent communication, mentoring, and conflict resolution skills with a focus on team engagement.
- Ability to work in a fast-paced and deadline-driven environment.
- Demonstrated ability to implement consistent follow-up strategies and optimize operational workflows.
- Track record of building positive relationships with employees and partners
- Strong work ethic and a talent for bringing out the best in others
- Proven experience managing quantitative targets with the ability to diagnose metric shifts, distinguish real trends from normal variation, and perform root-cause analysis.
- Strong competence in working with spreadsheets (filtering, pivoting, reading dashboards)
- Familiarity with workforce management, ticketing, and BI tooling.
- Ability to execute structured coaching, specifically running GROW conversations that convert into SMART commitments.
- Strong administrative efficiency coupled with a steady focus on precision and correctness.
Education and Experience:
- Minimum 2 years of experience in a BPO environment, with at least 1 year in a supervisory or team lead role specifically in a Voice LOB.
- Experience handling diverse interactions such as phone calls, emails, chats, and tickets.
- Senior college student or bachelor's degree in Business Administration, Marketing, or related fields.
