Health Correspondence Team Leader

Key Responsibilities:

• Lead, coach, and support a team of WhatsApp agents to deliver exceptional customer service.
• Monitor agent performance against key performance indicators (KPIs), including response times, quality, productivity, and customer satisfaction.
• Conduct regular coaching sessions, performance reviews, and quality assessments.
• Manage workforce adherence, attendance, schedules, and break compliance.
• Escalate and resolve complex member and provider queries in a timely manner.
• Ensure agents adhere to operational processes, policies, and compliance requirements.
• Monitor WhatsApp queues and volumes to ensure service level targets are achieved.
• Identify trends, recurring issues, and opportunities for process improvement.
• Collaborate with operational stakeholders to address system, process, or service-related concerns.
• Support the implementation and adopti...

Ready to Apply?

Submit your application today and join our talented team at Kaelo.