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.