Team Lead Supporting Healthcare Voice Program

What You ll Do
Do you love leadingLooking for an opportunity to learn more about the industry and gain direct management experienceYoull motivate your team to make sure theyre on track to meet both TTEC and client metric performance goals. Youll answer associates questions, listen to, and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as youre 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 TTEC 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

US Healthcare Voice Experience is Required

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 youd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)