Team Leader - Call Center

We are a healthcare protection company, employing programmers, doctors, and experts from other fields to create modern solutions that simplify patients' lives. Our goal is to use technology to ensure everyone has easy and immediate access to medical care.

As Team Leader of the Call Center team, you will co-create innovations in the telemedicine and insurance industries with us.

We are looking for someone:

• with experience in organizing call center work and recruitment,
• with excellent time management skills,
• contact-oriented and empathetic,

What will your responsibilities be?

• organizing patient service team work, overseeing work efficiency, overseeing customer service quality
• conducting quick and effective recruitments
• organizing and conducting training for call center employees
• daily reporting of work progress,
• mapping processes related to customer service, introducing improvements and cost optimizations
• working on continuous improvement of AI bot prompts configuring infoline
• preparing monthly financial settlements for call center employees

The order of points is not accidental. The first four will account for 80% of your work.

Requirements

What do we expect from you?

• minimum one-year experience in a similar position in a call center (Coordinator, Supervisor, Team Leader),
• ability to adapt to dynamic and constantly developing environment,
• work with KPIs and SLAs (positive attitude towards working with data),
• good knowledge of Microsoft Office (especially Excel),
• fluent knowledge of Polish in speech and writing, knowledge of English will be a plus.

Our values:

• Empathy up, not down. Our boss is the customer,
• Organizational