Team Leader - Customer Service

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Requirements:

• minimum one year of experience in a similar position (Coordinator, Supervisor, Team Leader)
• high organizational skills, independence in performing duties, accuracy and effectiveness in action
• experience in process optimization and automation
• ability to adapt to a dynamic and constantly evolving environment
• working with KPIs and SLAs (a positive attitude towards working with data)
• good knowledge of the Microsoft Office suite (especially Excel)
• Startup mindset
• knowledge of English at a minimum intermediate level (B2)
• experience in recruitment or knowledge of the medical industry
• excellent ability to organize own work and manage time
• contact, able to build positive and long-lasting relationships
• empathetic, understanding and discreet

Responsibilities:

• organization of the work of the Patient Service Team
• setting consultant work schedules
• conducting workshops and training (updating call scripts, training subordinate employees)
• supporting and motivating teams to achieve the goals
• consideration of applications, complaints, analysis of customer ratings
• creating reports and summaries
• building the brand image among Individual and Business Clients
• developing service procedures and processes
• supervision of the timely implementation of processes, in accordance with the established SLAs
• searching for and creating solutions aimed at minimizing average costs
• optimizations and automation of processes aimed at increasing efficiency and improving the quality of service
• preparation of monthly bonus settlements