Team Leader for Medical Campaign

Nearstaff Solutions, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as a Team Leader. If you are passionate about leading, have a proven track record in delivering results, and thrive in a fast-paced environment, we want to hear from you!

As a Team Leader you will provide support to a team of call center agents as they field calls from clients. You will assist in their development, ensuring that every agent is set up for success. Team Leaders monitor progress, and ensure that the agents on their team understand and meet expectations. Our Team Leaders provide support by answering questions, and deliver ongoing coaching and inspiration. Team Leads should be analytical, supportive, and prepared to act as a resource to agents.

• Manage and oversee a team of call center agents.
• Coach, and develops call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
• Inspire and support agents through feedback and communication.
• Ensure agents understand and comply with all call center objectives, performance standards, and policies.
• Answer agent questions regarding best practices or difficult calls.
• Identify operational issues and recommend possible improvements.
• Monitor and evaluate agent performance (KPIs), provide learning or coaching opportunities, and take corrective action, if necessary.
• Keep track of employee attendance, and make sure work procedures are followed.
• Work with other supervisors and management team members to support agents and maximize customer satisfaction.

• Fun – Friendly & Energetic. Has the personality and hustle to support and motivate the team.
• Speed – Deadline-oriented and able to thrive in an ever-changing, entrepreneurial environment.
• Creative Problem Solving – Strong analytical and critical thinking skills with a focus on data-based strategies.
• Communication – Expert level - both written and verbal - clear communication with teammates across all departments!
• Assertiveness – Ability to challenge and influence your team to deliver results with a sense of urgency.
• Integrity – Leads with a strong professional attitude, accountability, and ethics.
• Language – English proficiency required.

• Previous experience in the role and the Call Center Industry (is a must).
• Previous experience in Medical Campaigns (is a must).
• High school diploma or general education degree (GED) required.
• Fully bilingual in English and Spanish.
• Previous experience in the role and the Call Center industry.
• Schedule Flexibility
• Immediate availability.
• Demonstrates exceptional leadership, and coaching/mentoring skills.
• Excellent problem-solving and customer service skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Proficiency with technology, especially computers, software applications, and phone systems.
• Strong English communication skills both verbal and written.
• Results oriented with ability to manage change while creating a positive environment.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.