Deskripsi Pekerjaan
Are you a driven leader looking to make a significant impact in the healthcare industry? Konektao Global BPO Corporation is seeking a skilled Team Lead to oversee our US healthcare account. In this pivotal role, you will guide a team of dedicated representatives, ensuring that every patient interaction meets the highest standards of service quality and empathy. You will be responsible for monitoring Key Performance Indicators (KPIs), managing critical escalations, and ensuring strict adherence to HIPAA compliance protocols. We pride ourselves on delivering exceptional care to our US clients, and we need a leader who can foster a culture of excellence and continuous improvement within the team. You will also collaborate with upper management to refine processes and implement training programs that enhance agent performance. By joining Konektao, you will work in a supportive environment that values professional growth and innovation. If you have a strong background in BPO management and a passion for healthcare support, we invite you to join us and lead a team that truly makes a difference in the lives of our patients.
Tanggung Jawab
- Lead, mentor, and motivate a team of healthcare support representatives to achieve daily and monthly targets.
- Monitor Key Performance Indicators (KPIs) and provide constructive feedback to improve team efficiency and quality.
- Handle complex escalations and high-priority customer complaints with professionalism and speed.
- Ensure strict adherence to HIPAA compliance and company data privacy policies across all interactions.
- Conduct regular quality assurance (QA) reviews and coaching sessions to enhance agent performance.
- Collaborate with management to develop training programs and process improvement strategies.
- Maintain high levels of customer satisfaction (CSAT) and Net Promoter Score (NPS).
Kualifikasi
- Bachelor’s degree in any field or equivalent professional experience in a BPO setting.
- Minimum of 3-5 years of experience in a Team Lead, Supervisory, or Senior Customer Service role.
- Proven experience working in a healthcare or medical-related customer support environment.
- Strong understanding of HIPAA compliance, privacy regulations, and US healthcare standards.
- Excellent verbal and written communication skills in English.
- Ability to work in a fast-paced US shift environment (US Time Zone).
- Strong problem-solving skills and conflict resolution abilities.