Position Summary:
We are looking for a detail-oriented and proactive Team Lead to manage the daily activities of our healthcare teams, with a strong focus on high-volume inbound call handling and queue management. The successful applicant will possess a strong grasp of healthcare procedures, exceptional leadership abilities, and a commitment to fostering a positive, collaborative team culture.

This is an on-site role in Bogota.

Responsibilities:
- Lead a team of associates with a primary focus on inbound call handling and effective queue optimization to meet performance metrics.
- Monitor team performance and implement improvement plans where needed.
- Ensure compliance with relevant industry regulations and data privacy standards.
- Conduct regular coaching and implement strategies for constant follow-up on tasks and individual performance to drive growth.
- Manage scheduling, shift coverage, and SLA adherence.
- Handle escalations and provide resolution support for complex customer issues.
- Prioritize team engagement and foster a collaborative,



high-performance team culture through proactive leadership.
- Participate in client calls, audits, and reporting as required.
- Identify opportunities for process improvement and recommend solutions to enhance service delivery.

Required Skills/Abilities:
- Advanced English proficiency
- Exceptional expertise in inbound call handling and real-time queue management within a voice LOB environment.
- Excellent communication, mentoring, and conflict resolution skills with a focus on team engagement.
- Ability to work in a fast-paced and deadline-driven environment.
- Demonstrated ability to implement consistent follow-up strategies and optimize operational workflows.
- Track record of building positive relationships with employees and partners
- Strong work ethic and a talent for bringing out the best in others
- Proven experience managing quantitative targets with the ability to diagnose metric shifts, distinguish real tren

📌 Client Service Team Lead (Bogotá)
🏢 Hire Horatio CX
📍 Bogotá