Assistant Team Lead - Healthcare Account (Hybrid)

About Neolytix

Neolytix is a boutique Consulting and Management Services Organization that works with small & medium-sized healthcare providers across the United States. Our portfolio of services caters to micro verticals and is built on the expertise we have developed in enabling these practices.

Work with a company where your work can make a real impact!

• We are a boutique company respected and loved by our clients providing no-nonsense advice on key issues that impact them.
• 4.7 ⭐ on Google and 4.2 ⭐ on Glassdoor with 80% of approval rating!
   

Roles & Responsibility

• Support the Team Lead in overseeing the day-to-day operations of a team of at least 34 employees to ensure operational goals and service levels are achieved.
• Provide close supervision, guidance, and floor support to team members to ensure productivity, quality, and adherence to company policies and procedures.
• Conduct regular coaching sessions, provide constructive feedback, and assist in developing performance improvement plans to enhance individual and team performance.
• Motivate and engage team members by fostering a positive work environment, recognizing achievements, and promoting teamwork.
• Monitor key performance indicators, attendance, productivity, quality, and compliance, and proactively address performance concerns.
• Escalate operational issues, employee concerns, and client-impacting risks to the Team Lead or management in a timely manner.
• Assist the Team Lead in preparing administrative deliverables, including performance reports, attendance tracking, coaching documentation, and operational updates.
• Support the implementation of process improvements and ensure standard operating procedures (SOPs) are consistently followed.
• Assist in onboarding and training new hires by providing guidance, answering questions, and monitoring progress during the transition period.
• Serve as the primary point of contact for the team during the Team Lead's absence, ensuring smooth day-to-day operations and timely resolution of issues.
• Collaborate with cross-functional teams to resolve operational challenges and support the achievement of departmental objectives.
• Promote a culture of accountability, continuous improvement, and excellent customer service within the team.
• Develop and recommend tools, process improvements, and solutions that enhance client productivity, efficiency, and overall team performance.
• Demonstrates strong attention to detail and ensures accuracy in tasks, reports, processes, and team deliverables.
• Takes initiative and proactively addresses issues before they impact team or client performance.

Requirements:

• Previous experience as a Subject Matter Expert (SME)/ Assistant TL is preferred, with the ability to provide guidance, process support, and knowledge sharing.
• Proficient in Microsoft Excel, including data management, formulas, filtering, sorting, and reporting.
• Minimum of 2 years of BPO experience, preferably in a customer service or healthcare account.
• Demonstrates a strong willingness to learn, with the ability to quickly adapt to new processes, systems, and responsibilities.
• Proactive and self-motivated, taking initiative to identify issues, solve problems, and contribute to team success with minimal supervision.

Technical Requirements:

• Internet speed of 30MBPS or higher.
• i5 or higher processor/Mac 2020 or later.
• Minimum of 8 GB RAM.
• Private and quiet dedicated home office area.
• Backups in case of power or Telco interruptions.
• Good headset and webcam.

Job Type: Full-time - Onsite/Hybrid

Benefits:

• Company events
• Health insurance
• Opportunities for promotion

Schedule:

• 8 hour shift
• Monday to Friday