Purpose: The Spanish Bilingual Team Leader 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.
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
- Minimum of 2 years of experience as a Team Leader
- At least 1 year of experience in Customer Service, specifically with healthcare accounts
- Displays outstanding written and verbal communication skills
- Proficient in speaking Spanish
Benefits
- Enjoy comprehensive health insurance coverage
- Take advantage of a robust 401(k) retirement savings plan
- Benefit from dental insurance
- Feel secure with life insurance protection
- Experience a flexible hybrid work arrangement between the office and home
- Be rewarded with a lucrative commission structure based on your performance
- Work in a dynamic, passionate, and forward-thinking culture
- Be part of an inclusive and supportive team-driven environment
- Have exciting opportunities for professional growth and skill development