Senior Team Lead...

Direct message the job poster from OP360 (OfficePartners360)

We are looking for a highly skilled Senior Team Lead to oversee our Healthcare Line of Business (LOB). This role requires a strategic leader with a strong background in team leadership, process improvement, and operational excellence in a BPO environment.

The Senior TL will be responsible for managing a team of Team Leads, driving performance, and ensuring operational success through coaching, process optimization, and collaboration with key stakeholders.

Responsibilities

• Team Leadership : Manage and mentor a team of Team Leads, ensuring their success in driving agent performance, customer satisfaction, and operational KPIs.
• Performance Management : Monitor team performance, analyze trends, and implement strategies to meet and exceed SLAs, CSAT, and other key metrics.
• Process Improvement : Identify operational gaps, streamline workflows, and drive initiatives to enhance efficiency, quality, and overall customer experience.
• Stakeholder Collaboration : Work closely with clients, internal teams, and leadership to align strategies, share insights, and drive business objectives.
• Training & Development : Develop and implement coaching strategies to elevate team performance and ensure career growth for direct reports.
• Quality & Compliance : Ensure all processes adhere to company standards and regulatory guidelines while maintaining high service quality.

Qualifications & Requirements

Details

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