Team Lead – Bilingual (Spanish/English), Part-Time, Weekend Shift

Job Description: • Monitor real-time production and service levels (queues, wait times, dashboards) and escalate risks to coverage or performance as needed. • Support schedule adherence by verifying log-in readiness at shift start, monitoring adherence throughout the day, and coordinating with WFM/Floor Manager to address variances. • Provide day-to-day supervision of assigned Patient Access Representatives (PCRs), including coaching, reinforcement of expectations, and recognition. • Deliver timely performance feedback on quality, productivity, adherence, and attendance; document coaching discussions per company procedures. • Reinforce call quality by ensuring compliance with scripts, verification, and documentation standards; partner with QA and Training for targeted coaching and retraining as needed. • Handle escalations from patients or clients professionally and promptly; document outcomes and ensure appropriate follow-up. • Maintain accurate records of attendance, tardiness, and schedule variances; ensure employees follow call-out procedures and escalation requirements. • Create and manage tickets in the Call 4 Health system; track to resolution and communicate updates to stakeholders. • Prepare and provide routine operational updates to the Floor Manager (e.g., attendance trends, performance risks, coaching activity, escalation themes). • Assist with onboarding, mentoring, and shadowing of new hires; reinforce performance expectations and operational standards. • Support performance review processes as assigned, including gathering performance data and documented feedback. • Perform other duties as assigned based on department, client, or company needs. Requirements: • Associate’s degree in Business Administration, Healthcare Administration, or a related field (or equivalent combination of education and experience). • Prior call center or customer service experience required; healthcare call center experience preferred. • Previous Team Lead, Supervisor, or equivalent leadership experience preferred. • Strong written and verbal communication skills with a professional customer service presence. • Ability to coach, motivate, and hold employees accountable while maintaining a respectful and supportive approach. • Ability to multitask and prioritize in a fast-paced, real-time production environment. • Proficiency with computers and business systems; ability to navigate multiple applications simultaneously (phone systems, EHR/client portals, ticketing systems, reporting tools). • Data-driven mindset with the ability to interpret reports and translate metrics into actionable coaching and operational improvements. • Dependable attendance and punctuality with consistent adherence to schedules. • Team-oriented, adaptable, and committed to continuous improvement. Benefits: