[New Job Opening] Sr. Team Lead ( Healthcare) WFH job Vacancy in Remote

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Sr. Team Lead ( Healthcare) WFH
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Description : PopHealthCare is seeking a Sr. Team Lead for our Engagement Team. The successful candidate will be responsible for call center day to day operations, management of agents, and market relationships. They will also be responsible for day-to-day interactions and business processes related to the services provided and developing strategies and work with other engagement leadership. In this role you will have an opportunity to manage a wide variety of inbound and outbound customer service and sales programs on behalf of the clients we service. This position will report to the Director of Engagement Scheduling and Market Support.Job Responsibilities: Oversight of the call center operation including operations team leads and support roles.Oversee quality, production, and hoursOversight of all program functions including member outreach and engagement, scheduling, dialer management and analyticsDevelop, implement, and maintain effective internal and external Quality Assurance (QA) programsFostering continuous improvement and exceeding Service Level Agreement (SLA) performanceDevelop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervisionAssist the VP in the management of sales goals, implementation of strategic engagement plans, financial forecasts, and new business developmentAnalyze and respond to changing market conditions, to include competitive benchmarkingAnalyze trends which involve producing statistical reports on individual performance and sales trendsTactical management of day-to-day activities including outreach campaigns, provider capacity, agent performance, and other tactical operational processesManage metrics, performance criteria, policies and procedures to continuously improve call center productivityReview and provide guidelines and best practices for maintaining a competitive edgeDevelop and sustain strategy on ensuring customer satisfaction on all sales transactionsResponsible for weekly payroll review and submission to ensure correct entriesInterfaces with other company departments including IT, Human Resources, Business Intelligence, market leadership, training, and quality to meet program goals and objectivesTrack and monitor program effectiveness compared to customer goals & contractual commitmentsResponsible for achieving program business goalsResponsible for overall performance and productivity of the call center teamProvide management to call center functions and support of additional programs requiring call center servicesOther duties and responsibilities as assignedRequiements: Bachelor of Science degree (health care related field a plus)Minimum 2 years of Call Center/Contact Center management experienceStrong supervisory experience including staff developmentUnderstanding of call center tools and technology used to manage KPIs and SLAsFive 9 Dialer experience preferredReport management and interpretationCustomer Service and Sales experienceQuality assurance and performance metrics managementAbility to work in a fast-paced professional environmentComputer Skills: Microsoft Outlook, Word, PowerPoint, with advanced Excel skills (Salesforce CRM preferred),Experience managing remote workforceExperience managing different methods of engagement (i.e. texting, email, phone, TTY methods of communication).Flexibility to work different shifts and weekends for business needs and staff managementShift Requirements: Monday through Friday 8am-5pm EST and ability to cover Saturdays 9am-2pm EST.Flexibility is required.PopHealthCare is an equal opportunity/equal access employer fully committed to achieving a diverse workforce.Job Type: Full-timePay: $48,000.00 – $52,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceHealth insuranceHealth savings accountPaid time offVision insuranceSchedule:8 hour shiftMonday to FridayWeekend availabilityApplication Question(s):Okay taking calls as this position requires it ?Education:Bachelor’s (Required)Experience:Live Monitoring Calls: 2 years (Required)Coaching Feedback: 1 year (Preferred)Hiring/Terminations: 1 year (Preferred)Five9 Dialer: 1 year (Required)Creating Reports/Data Analytics: 3 years (Preferred)Call Center/Healthcare Lead: 10 years (Required)Work Location: Remote
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