Call Center Team Lead

hace 7 días

Ciudad de México, Ciudad de México UST A tiempo completo

Call Center Team Lead I
**Lead I - BPM

Who we are:


At UST HealthProof, you will join a fast paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plans customers and their members.

By creating a modern, cloud based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently.

Through member and provider touchpoints with less friction, we have created real impact for member.


UST HealthProof is run by leaders with strong health plan and technology background with a startup mindset and an environment of support where individual growth is nurtured.

You will be supporting our proven core admin solutions and business process-as-a-service (BPaaS) operations to provide transparency, improve operational efficiency, break down operational barriers to scale and drive strategic growth.


You Are:


UST HealthProof is looking for a highly energetic and collaborative Call Center Team Lead with 3-5+ years of operation experience, out of which 2+ years in a supervisory role.

This role will report to the Operations Manager or as designated by the Director of Operations for Healthcare Platform Solutions.

The primary objective of The Call Center Leader is to implement policies and procedures to foster an environment of excellence in servicing UST HealthProof Healthcare Customers

The Opportunity:

  • Be responsible for directly managing a staff of 1520 associates
  • Be responsible for daytoday interaction with client organizations to help run a highquality Call Center operation
  • Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority, and forecasting) to meet and exceed all production Service Level Agreements (SLA)
  • Collaborate with client and Audit team to understand and establish a robust Quality program to measure, analyze, root cause analysis and take and take Corrective Actions as needed
  • Ensure setting smart goals for teams and provide regular feedback, appraisal, and coaching to ensure performance
  • Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings, etc. with the prime objective of meeting and exceeding customer deliverables
  • Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals
  • Conduct call listening and assess the call based on the quality forms provided
  • Ensure that information provided during the call by the agents is accurate
  • Timely and accurate completion of standard and advanced quality forms, reports, and analysis
  • Complete ad hoc reports as requested
  • Adhere to call audit targets
  • Attend and participate in a quality calibration session
  • Provide immediate education, report error trends and propose action plans to mitigate errors, as needed
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

  • Excellent comprehension and communication skills (verbal and written) within the organization and with clients
  • 35+ years of Healthcare operations experience, out of which 2+ years in a supervisory role
  • Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor's office, billing, account receivable on Call Center processing experience preferred
  • Some experience in outsourcing operations or the service industry preferred
  • High proficiency in using MS Excel and PowerPoint
  • Good understanding and ability to analyze Call Center data and report, SLA, KPI, and operations report and present findings in a structured way
  • Excellent People skill the ability to build and motivate a large operations team of up to 20 associates
  • Some ability to train and guide the teams thru changes in processes and operating instruction
  • The ability to adapt quickly to a fastpaced environment
  • Excellent written and oral communication skills
  • Ability to coach the team to reach their full potential
  • Ability to gel with the team well and build a selforganized and highly energetic team
  • Requires flexibility to schedule worked up to and including 8 am to 11 pm Eastern standard time, 7 days a week depending on client seasonality.
  • Overall Experience level: 35+ years of operation experience, out of which 2+ years in a supervisory role Location: Mexico City or Eastern Time Zone

What we believe:

We're proud to embrace the same values that have shaped UST HealthProof since the beginning. Since day one, we've been building en

  • Call Center Team Leader

    hace 7 días

    Ciudad de México, Ciudad de México KONE A tiempo completo

    Are you ready to make your next career move to join our team as a Call Center Team Leader ? Do you have experience leading a team in a Call Center? Are you able to drive process changes that deliver improved customer satisfaction levels? Are you able to remain calm and courteous under pressure and navigate tense situations, especially during busy hours?...

  • Quality Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México TikTok A tiempo completo

    Job Title: Quality Assurance Team LeadCompany: Trust & Safety, a team dedicated to maintaining the safety of our platform for TikTok communitiesThe Quality Team ensures content safety through meticulous sampling and analysisDesign, implement, and execute sampling procedures to evaluate qualityLead a team of Quality Assurance Analysts/ POCs in day-to-day...

  • Team Leader Call Center

    hace 7 días

    Ciudad de México, Ciudad de México Teknei S.A. de C.V. A tiempo completo

    Importante Call Center dedicado a los seguros busca Team Leader*Actividades*- Control de asistencia e incidencia Cumplimiento de metas mensuales Métricas de venta Implementar y uso de herramientas tecnológicas y generación de reportes*Horario*Lunes a viernes de 03:00 pm a 09:00 pm*Sueldo*$10,000.00 brutos + Bonos con base a metas ($30,000.00 aprox...

  • Asesor Call Center

    hace 7 días

    Ciudad de México, Ciudad de México Call Center GF A tiempo completo

    ASESOR CALL CENTERLugar: Tuxtla GtzHorario: de Lunes a viernes, corrido de 8 hrs en 2 turnos, matutino 9am a 6pm con 1 hr para comer, vespertino de 12pm a 8pm. Sábados y domingos 6hrs, se descansa 1 de los 2 días según guardias.100% presencialObjetivo: Atención profesional a prospectos de llamada y WhatsApp interesados por autos seminuevos, citar en...

  • Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. De R.L. De C.V. A tiempo completo

    DESCRIPTION The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners...

  • Team Lead

    hace 1 semana

    Ciudad de México, Ciudad de México Firstsource Healthcare A tiempo completo

    Date: May 8, 2023- Location: Mexico city, MX- Requisition ID: 1582- Description:Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements Conduct Team Meetings to ensure expedient communication of relevant information and as...

  • Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México Amazon A tiempo completo

    The Operations Team Lead (L5) is responsible for leading and managing a team of 5 operations personnel across multiple sites. This position oversees the day-to-day operations, coordinates cross-functional initiatives, and ensures operational excellence and efficiency. The Team Lead serves as the key point of contact for their team and partners closely with...

  • Asesor Call Center

    hace 7 días

    Ciudad de México, Ciudad de México Call Center Gf A tiempo completo

    ASESOR CALL CENTERLugar: Tuxtla GtzHorario: de Lunes a viernes, corrido de 8 hrs en 2 turnos, matutino 9am a 6pm con 1 hr para comer, vespertino de 12pm a 8pm. Sábados y domingos 6hrs, se descansa 1 de los 2 días según guardias.100% presencialObjetivo:Atención profesional a prospectos de llamada y WhatsApp interesados por autos seminuevos, citar en...

  • Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México Celanese A tiempo completo

    OverviewCelanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We are committed to sustainability by responsibly managing the materials we...

  • Quality Team Lead

    hace 7 días

    Ciudad de México, Ciudad de México TikTok A tiempo completo

    ResponsibilitiesTikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.Why Join UsCreation is the core of TikTok's purpose. Our platform is built to help imaginations thrive....

  • Coordinador De Operaciones Call Center

    hace 7 días

    Naucalpan de Juárez, México Call Center De México A tiempo completo

    Vacante para la empresa Call Center de México en Naucalpan -Naucalpan de Juárez, Estado de México:ESTAMOS CONTRATANDO COORDINADOR DE OPERACIONES CALL CENTERSOLO NECESITAS: CONTAR CON EXPERIENCIA EN CALL CENTER MINIMO 5 AÑOS (CAMPAÑAS DE ATC) - 30 AÑOS EN ADELANTE - LICENCIATURA TERMINADA O TRUNCA -MANEJO DE PC -FACILIDAD DE PALABRA- MANEJO DE GRUPOS-...

  • Coordinador de Operaciones Call Center

    hace 7 días

    Naucalpan de Juárez, México Call Center de México A tiempo completo

    Vacante para la empresa Call Center de México en Naucalpan -Naucalpan de Juárez, Estado de México:ESTAMOS CONTRATANDO COORDINADOR DE OPERACIONES CALL CENTERSOLO NECESITAS:CONTAR CON EXPERIENCIA EN CALL CENTER MINIMO 5 AÑOS (CAMPAÑAS DE ATC) - 30 AÑOS EN ADELANTE - LICENCIATURA TERMINADA O TRUNCA -MANEJO DE PC -FACILIDAD DE PALABRA- MANEJO DE GRUPOS-...

  • Supervisor de Operaciones Call Center

    hace 1 semana

    Naucalpan de Juárez, México Call Center de México A tiempo completo

    Vacante para la empresa Call Center de México en Naucalpan -Naucalpan de Juárez, Estado de México:ESTAMOS CONTRATANDO SUPERVISOR DE OPERACIONES CALL CENTERSOLO NECESITAS:CONTAR CON EXPERIENCIA EN CALL CENTER MINIMO 1 AÑO (CAMPAÑAS DE ATC O SOPORTE TÉCNICO - 25 AÑOS EN ADELANTE - LICENCIATURA TERMINADA O TRUNCA (AREA ADMINISTRATIVA) -MANEJO DE PC...

  • Agente de Ventas Call Center

    hace 7 días

    Ciudad de México, Ciudad de México Call center MG de mexico A tiempo completo

    Cuentas con experiência en call center, Trabaja desde nuestras instalaciones de forma segura para una de las más importante entidad financiera.Solo necesitasESCOLARIDAD: Mínimo secundaria concluidaCONOCIMIENTOS: Manejo de PC (Básico) Apasionado por las ventas Buena escucha activa Manejo de objecionesActividades: Seguimiento al cliente Prospección Manejo...

  • Team Leader

    hace 7 días

    Ciudad de México, Ciudad de México Svelte Media A tiempo completo

    Supervise and lead a team to ensure peak performance and compliance with established policies and procedures. Offer guidance, coaching, and support to team members to elevate their skills and performance levels. Cultivate a positive and collaborative team culture, promoting open communication and teamwork. Guarantee that client interactions meet quality...

  • Trainer / Team Lead Hybrid

    hace 7 días

    Ciudad de México, Ciudad de México TTEC A tiempo completo

    Trainer / Team Lead HybridTrainer / Team Lead HybridBe the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Trainer / Team Lead Hybrid working on site in Mexico City, you'll be a part of bringing humanity to business. #experienceTTECOur employees have spoken. Our purpose, team, and company culture are...

  • Capacitador (Call Center)

    hace 7 días

    Ciudad de México, Ciudad de México MDY BPO & CONTACT CENTER A tiempo completo

    Capacitador (Call Center)SE SOLICITA:FORMADOR/CAPACITADOR PARA CALL CENTER (MDY)Requisitos: 23 a 35 años Disponibilidad de horarios Licenciatura / Bachillerato concluido Experiência mínima de 6 meses a 1 año en el área de capacitación (Indispensable ventas en call center/Contact Center y manejo de Talleres de Ventas)ACTIVIDADES A REALIZAR: Brindar...