Summary

The job is for a Team Leader at Clipboard Health, a fast-growing tech startup in the healthcare talent marketplace. The role involves managing a team, setting goals, delivering key metrics, ensuring schedule adherence, monitoring performance trends, analyzing training needs, encouraging customer-centricity, resolving issues or conflicts, delegating tasks for learning and development, conducting weekly reviews, suggesting team building activities, and having strong communication, computer, negotiation, analytical, and integrity skills.

Requirements

Minimum 2 years of Team leader experience
Excellent communication skills
Strong computer skills especially MS-Office
Ability to motivate the team towards defined goals
Strong negotiation skills & self-confidence
Thinks outside-in - placing company & customer interests above team
High on integrity & analytics skills

Responsibilities

Create an inspiring team environment with an open communication culture
Set clear team goals & oversee the day to day team operations
Hiring, induction & coaching of team members
Deliver the key metrics for customer support
Responsible for ensuring schedule adherence by agents & desired productivity levels
Monitor performance trends of the team members on various support metrics
Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents
Encourage the team towards customer-centricity & recommend process/product enhancements
Listen to team members’ feedback and resolve any issues or conflicts
Initiate consequence management steps as per company policy in case of consistent low performance by team members
Delegation of tasks to high potential team members to build a culture of learning & development in the team
Conducting weekly reviews & documentation of feedback
Suggest & lead team building activities for team motivation & better rapport

Clipboard Health is hiring a Collections Team Leader