Clinical Support Team Lead

The Clinical Support Team Lead will supervise and coach a team of front-line associates, guiding best practices to achieve optimal customer outcomes. They will be responsible for overall team performance and KPIs, including managing the team, coaching, and providing customer service guidance. Responsibilities include understanding, tracking, and reporting on KPIs such as productivity, accessibility, and quality, as well as upholding performance standards and delivering feedback in 1:1 meetings. The role involves working with the QA team to audit and deliver actionable agent feedback, identifying process gaps, and building SOPs to close them. Additionally, the team lead will identify operational bottlenecks, propose scalable solutions, and collaborate with cross-functional teams for implementation. Developing, maintaining, and optimizing SOPs to ensure consistency, efficiency, and scalability is key. The role requires independently resolving issues using non-standard approaches and root cause analysis, and using data analysis to positively impact the area of ownership. Fostering a positive, collaborative team environment that prioritizes customer experiences and operational excellence is also a core responsibility.