Team Lead
Job Description
About Us
Our culture is based on connection, and that fuels our outstanding performance. At BroadPath we maintain and nourish a commitment to home-based talent and innovative workforce technology that enables us to deliver unrivaled quality, flexibility, and transparency. We believe in meeting our associates where they are, be it in geography or career development. Our proprietary platform visually connects the members of each home-based client team, fully unleashing the skills and motivation of the industry’s best workforce; and enabling our associates to reach their full potential. Today, we provide organizations in healthcare, financial services, travel and hospitality, and high-growth industries with managed, remote teams of skilled professionals to handle key business functions including customer experience, sales, and back-office operations. BroadPath, where connection happens.
Overview
Team Leads are responsible for providing guidance and support to member services representatives handling outbound interactions. This role has direct reports with varying tenure and skill. This position coordinates and is accountable for business support to the team. The supervisor supports hiring, managing and development for employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching. The supervisor is accountable for team KPI performance and remediation.
Responsibilities
- Accountable for the daily, weekly, and monthly activities of all team members
- Set priorities for the team to ensure task completion and performance goals such as quality, adherence, service level and average handling times are met
- Ensures compliance to policies, procedures, and state and federal regulations
- Monitor performance and provide coaching and feedback to team members Assists the team with escalated calls as needed
- May be managing local and remote team members
- Monitor and evaluate teams calls on a daily/weekly basis.
Qualifications
- Minimum of one year of recent experience as a call center supervisor (preferably managing a healthcare member services team)
- Experience managing employee performance including coaching to call center metrics
- Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
- High school diploma or equivalent
Diversity Statement
At BroadPath, diversity is our strength. We embrace individuals from all backgrounds, experiences, and perspectives. We foster an inclusive environment where everyone feels valued and empowered. Join us and be part of a team that celebrates diversity and drives innovation!