Bilingual Team Lead - Health Sales Account

The Customer Service Team Leader (TL) is primarily accountable for ensuring that assigned team members have the tools, knowledge, and desire to consistently create exceptional customer experiences for assigned client programs as well as for ClearSource.

Core Tasks:

• Conduct weekly one-on-one meetings with each team member to ensure your and their thorough understanding of:

· The program’s collective goal and benefits

· Their life goals and career path

· The expectations of their role

· Your and their expectations of each other

· Commitment to their improvement

• Coach agents daily on improvement opportunities presented by the clients, QA, WFM, BI, or through listening to calls together.
• Perform daily remote monitoring and record the interaction assessments to ensure customer inquiries are handled by team members in accordance with ClearSource standards of quality:

· Accuracy – Always give correct information and follow established processes

· Connection – Treat the customer in a way that they feel valued

· Ease – Focus on achieving one-contact resolution in a way that shows great respect for the customer’s time and level of effort

• Handle escalated interactions assigned by the leader’s team, the helpline team, client, or program manager before the end of each shift.
• Conduct the interview of candidates being considered for employment in the program.
• Supervise the delegation of non-core responsibilities to team members who are demonstrating proficiency with their core responsibilities
• Validate all timecards for accuracy.
• Check the progress and accuracy of team’s performance daily by utilizing the BI, QA, and WFM reporting tools
• Attend and participate in the weekly internal and external QA calibrations
• Keep a tracker of all recorded QA coaching sessions for OM’s review
• Complete all compliance trainings on time
• Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy, and Healthy)
• Perform other duties and responsibilities that may be assigned from time to time.

Requirements

• 2+ Team Leader Experience
• 1+ Year of Customer Service experience handling a healthcare account.
• Excellent communications skills both written and verbal
• Must know how to speak Spanish.

Benefits

• Health insurance
• 401(k)
• Dental insurance
• Life insurance
• Work from home hybrid
• Commission Structure