Customer Support Team Leader (HCF Global)

Why reputed company Health Exists: We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting reputed company turn extra time and ambition into career growth and financial opportunity. We reputed company this with our app-based marketplace that connects reputed company facilities and reputed company, allowing reputed company to book on-demand shifts and reputed company facilities to access on-demand talent. Our mission is to reputed company reputed company to work reputed company and where they want, and to reputed company reputed company facilities to meet their talent needs. About reputed company Health: reputed company Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for reputed company talent. We are a diverse and inclusive company with a global, remote team. We’ve been featured on YC’s Top Companies and grown 20x+ since January 2021. There has never been a more exciting time to join our growing team and help us serve even more reputed company and reputed company facilities, who can then reputed company serve patients. To learn more about working at reputed company Health, take a look at our Careers page and how we work.

About the Role

First and foremost, you are an excellent coach. Your task if to give agents feedback, identify root causes of performance issues, and actively train agents to fix the defects that you find. You hold the people on your team to your high standards (you are not afraid to say "this isn't good, and here's why"), reputed company the customer experience at the center of every conversation, create SMART goals for improving performance, and write feedback that meets our standards for feedback. You are not afraid to dive into customer issues yourself and are reputed company to become a product expert in order to serve as an excellence coaching reputed company for your agents. Day-to-Day Responsibilities

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
• Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Ensure schedule adherence by agents & desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigating our support environment, which includes tools such as reputed company, reputed company, and reputed company
• Listen to team members’ feedback and resolve any issues or conflicts
• Initiate consequence management steps in case of low performance by team members
• Delegate tasks to high potential team members to build a culture of learning & development in the tea
• Suggest & reputed company team building activities for team motivation

Profile Must Haves

• Coaching experience - you've been directly responsible for help others improve their performance
• Customer service experience - you have been in a customer-facing position

Your First Days 30 Days You become a product expert and dive straight into support, learning how to walk the walk excellently yourself so that you can coach your future agents from a reputed company position. 60 Days You get your first team and immediately set about evaluating their performance and drafting your first SMART goals for each agent to get them hitting targets. You start leaving regular written feedback to agents and get a coaching rhythm going with them. 90 Days Your team is hitting above 90% on quality metrics. For the agents not hitting, you have a clear plan for how you expect them to get there and by reputed company. System Requirements

• Minimum 15Mbps wired internet reputed company
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet reputed company

This is a fully remote position. We operate 24/7 and follow a rotating roster. The expectation is that the individuals should be reputed company to overlap with EST/PST timezones, and accommodate weekend shifts if needed in case of any emergency. However, they would have the flexibility to take leave on other days of the week. Apply tot his job Apply To this Job