About this role
Lead the team that keeps a U.S. clinic's patients heard, scheduled, and cared for.
You'll lead a frontline team handling inbound calls for a U.S. medical practice, scheduling, prescriptions, registration, and everything in between. You'll coach agents on real calls, watch the numbers that matter, and step in when a call needs a supervisor. Some days are about keeping the floor running smoothly. Some days are about the one patient call that needed you directly. Both matter.
What You'll Do:
- Lead a team of frontline agents against clear service and quality targets
- Run shift briefings, coach on real calls, and hold one-to-ones that agents find useful
- Watch the numbers that matter service level, quality, adherence, patient outcomes and act before they slip.
- Adjust staffing and task allocation in real time as call volume moves
- Support agents through difficult calls and take escalations properly
- Keep documentation straight on attendance, adherence, and incidents
- Work with Quality, Training, and Workforce to support team development
- Apply policy fairly and consistently, and keep confidences
- Contribute to calibration sessions and to fixing processes that don't work yet
Requirements
What You Need:
- English at CEFR C1 you will coach agents on their English and represent the team to the client
- 2 years or more in a contact center, including 1 year or more leading a team
- Evidence that you have improved a team's performance, not just reported it
- Comfortable with the operational basics: service level, AHT, quality scoring, adherence
- Able to give difficult feedback clearly and kindly
- Flexibility to work evenings, weekends, and holidays as needed
Nice to Have:
- Healthcare, insurance, or U.S.-client account experience
- Experience coaching agents whose second language is English
- Experience growing or launching a new team or account
Benefits
What We Offer:
- A growth/performance bonus on top of your base pay, tied to team quality and performance
- Ongoing coaching and a clear path to grow within Dash BPO
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?