The Role
Lead a frontline team to meet SLAs/KPIs, conduct briefings and coaching, monitor dashboards, manage staffing and task allocation, maintain documentation, collaborate with Workforce/QA/Training, escalate issues, and enforce compliance while fostering fairness and professionalism.
Summary Generated by Built In
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
Skills Required
- Supervise daily operations and ensure adherence to SLAs and KPIs
- Conduct shift briefings, performance updates, and coaching sessions
- Monitor dashboards and escalate performance or compliance issues
- Allocate tasks and adjust staffing based on real-time needs
- Maintain documentation standards for attendance, adherence, and incidents
- Collaborate with Workforce, QA, and Training teams to support team development
- Provide feedback and support to agents in alignment with company values
- Participate in calibration sessions and contribute to process improvement initiatives
- Apply policies fairly, maintain confidentiality, and model integrity
- Demonstrate strong communication, conflict resolution, and team-building skills
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The Company
What We Do
DASH BPO, LLC is a global leader in delivering best-in-class first party solutions for its strategic partners. Specializing in Customer Care, Sales, Collections, Quality Assurance, Verification, and Technical Support, the company operates as an extension of its clients to ensure brand protection and a superior customer experience. It is COPC certified and serves sectors including financial services, healthcare, automotive, technology, and telecommunications.
