Position Summary:

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

Client Service Team Lead - Voice (BOG)

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