Customer Service Team Lead (CVS Clinical)
Job Title: Registered Nurse Team Lead
Location: Aguadilla, Puerto Rico
Job Type: Full Time (Onsite)
Hours: M-F / 8am-5pm
Job Description Summary
As a Team Lead you will manage teams, ensure process compliance, resolution of escalation, knowledge management compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and written guidelines, policies and norms of Infosys BPM.
Essential Responsibilities
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the team's requirements
Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
Familiarize the team with the latest process update and changes, team and individual targets
Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Qualifications Basic:
High School Diploma or GED Equivalent
4+ years of experience in a Supervision/Team Lead role
Fluent in English and Spanish
Preferred:
Analytical and Problem-solving skills
Time Management Skills
Communication and Relationships Skills
Written and verbal communication skills
Proficiency in Microsoft Word, Excel and PowerPoint and with business systems
Adaptable team player
Organized, strong attention to details
Problem solving abilities
Willing to work overtime as business needs dictate
Knowledge of medical and pharmaceutical terminology
Willing to handle multiple priorities in a timely manner
Job Type: Full-time
Pay: $38,000.00 per year
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Education:
High school or equivalent (Required)
Experience:
people management: 4 years (Preferred)
pharmaceutical and medical: 4 years (Preferred)
Language:
English and Spanish fluently (Required)
Ability to Relocate:
Aguadilla, PR 00603: Relocate before starting work (Preferred)
Work Location: In person