Health Correspondence Team Leader

Key Responsibilities:Lead, coach, and support a team of WhatsApp agents to deliver exceptional customer service.Monitor agent performance against key performance indicators (KPIs), including response times, quality, productivity, and customer satisfaction.Conduct regular coaching sessions, performance reviews, and quality assessments.Manage workforce adherence, attendance, schedules, and break compliance.Escalate and resolve complex member and provider queries in a timely manner.Ensure agents adhere to operational processes, policies, and compliance requirements.Monitor WhatsApp queues and volumes to ensure service level targets are achieved.Identify trends, recurring issues, and opportunities for process improvement.Collaborate with operational stakeholders to address system, process, or service-related concerns.Support the implementation and adoption of digital channels and self-service solutions.Prepare and analyze operational reports, providing insights and recommendations to management.Assist with onboarding, training, and development of new team members.Act as the first point of escalation for irate or dissatisfied members and providers.Ensure effective communication between management and frontline agents.