Team Leader – Healthcare

We are seeking an operational and compliance-driven Customer Support Team Lead to oversee our dedicated contact center team for the Datamatics account. In this role, you will lead a team of agents handling a blended workload of inbound patient/pharmacy support, outbound scheduling, and essential back-office tasks.

Operating exclusively on Genesys Cloud, you will be responsible for ensuring your team meets strict healthcare compliance standards (HIPAA/PCI-DSS) and consistently hits aggressive Service Level Agreements (SLAs). The ideal candidate is an analytical coach who thrives in a 100% brick-and-mortar environment and possesses a strong background in healthcare or pharmacy contact center operations.

Responsibilties:

• Proven track record of leading a team to hit strict operational metrics, specifically maintaining an Abandonment Rate, First Call Resolution, and CSAT.
• Ability to manage real-time agent queues to...