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Title: Team Leader (Customer Support)
Location: Remote
Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a erse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.
Roles & Responsibilities:
- Create an inspiring team environment with an open communication culture
- Set clear team goals & oversee the day to day team operations
- Hiring, induction & coaching of team members
- Deliver the key metrics for customer support
- Responsible for ensuring schedule adherence by agents & desired productivity levels
- Monitor performance trends of the team members on various support metrics
- Analyze training needs & conduct 1-2-1 coaching sessions for bottom quartile agents
- Encourage the team towards customer-centricity & recommend process/product enhancements
- Listen to team members’ feedback and resolve any issues or conflicts
- Initiate consequence management steps as per company policy in case of consistent low performance by team members
- Delegation of tasks to high potential team members to build a culture of learning & development in the team
- Conducting weekly reviews & documentation of feedback
- Suggest & lead team building activities for team motivation & better rapport
Skill Set requirement:
- Minimum 2 years of Team leader experience
- Excellent communication skills
- Strong computer skills specially MS-Office
- Ability to motivate the team towards defined goals
- Strong negotiation skills & self confidence
- Thinks outside-in – placing company & customer interests above team
- High on integrity & analytics skills