Seasonal Healthcare Team Lead – Remote Location: Remote, United States (listed under Austin, Texas) Employment Type: Seasonal, Full-time Work Arrangement: Remote (hybrid as needed based on business needs) Salary: USD $22.00–$23.00 per hour Job Description: At TTEC, we're all about Human Experience. Elevated. As Team Lead working hybrid as needed by the business, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You'll Do Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You'll prepare individuals for success by effectively teaching skills, reinforcing knowledge, and assessing readiness, while creating an engaging environment that supports performance and retention. You'll motivate your team to make sure they're on track to meet performance goals while ensuring a consistently high‑quality customer experience. You'll answer associate's questions, issues, and customer escalation as you're the first line manager for your team. You'll report to the Ops Manager. We're looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility. During a Typical Day, You'll - Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects - Manage multiple, complex, ongoing tasks, systems and projects while monitoring absence and attendance of your team - Motivate and mentor your team with your open, honest manner and in providing feedback and acknowledging a job well done - Have an active Resident State Health Insurance License What You Bring to the Role - Associate degree, technical school or equivalent work experience - Promote a performance-driven culture and always work towards reaching for amazing - Utilize cutting edge technology to analyze team performance metrics, identify trends, and support data-driven decision-making - A high level of flexibility and resilience, with the ability to thrive in changing environments and manage performance effectively - Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks - Mentor and inspire others - Customer-focused mindset - Computer experience with MS Office, customer relationship management applications, and learning management systems. - Excellent verbal and written communication skills, with the ability to clearly articulate information, deliver effective coaching, and engage diverse audiences Compensation and Benefits - The anticipated range for individuals expressing interest in this position is $22-23 per hour - Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. What You Can Expect - Knowledgeable, encouraging, supporting and present leadership - Diverse and community minded organization - Career growth and lots of learning opportunities for aspiring minds - And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you - Visit https://www.ttecjobs.com/en/us-employee-benefits for more information. About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

• Leading and coaching a team of Consultants • Overseeing the team's performance and quality • Exploring new opportunities and growth areas • Mentoring and training junior staff members • Providing advice and coaching on case management practices, whilst also managing a reduced, specialised case load of your own. • Identifying Return To Work barriers and, designing, implementing and monitoring those programs that assist injured employees return to the workforce as required.

• Monitor agents' tasks, shared email inbox, and phone time accountability • Assist with task organization and completion • Collaborate on initial and ongoing reservations agent training • Answer team’s questions and concerns • Jump in directly with customers during busy periods, walking them through the reservation process

• Ensure PerkinElmer and client QHSE (Quality, Health, Safety & Environment) rules are known and followed by field personnel • Optimize service schedules for field technicians organized by the Client Manager(s) • Monitor inventories and ensure spare parts stocks are properly managed • Serve as the technical authority for services performed on client equipment (technical advice, application support, failure-management strategies, crisis management, etc.) • Monitor technicians’ completion of planned services in line with defined objectives • Ensure teams record performed services in PerkinElmer’s maintenance management system used on the client site and, if required, in the client’s own IT system • Oversee proper processing of billable services by the responsible service(s) • Contribute to the optimal (operational and financial) management of relationships with external service providers and to their evaluation • Analyze key performance indicators (KPIs), identify deviations, and develop and implement necessary action plans • Contribute to preparing operational reports and communicating them to clients • Handle all client complaints in accordance with internal procedures • Propose and implement procedures and processes to continuously improve quality, cost and duration of interventions • Promote the benefits of the OneSource program to technical services, laboratory managers and on-site users • Ensure proper upkeep of PerkinElmer premises on client sites and, more generally, preserve PerkinElmer’s image with the client • Act as the primary contact for the client’s technical contracting authority; organize and lead monthly meetings with them • Communicate regularly with the business/sales team about leads, concerns and difficult client situations and ensure technical teams escalate this information • Report competitive information and trends that may impact the Service OneSource growth strategy • Be responsible for the contracted equipment base in your territory and ensure the installed base is maintained year over year • Manage contract renewals in collaboration with site contacts • Participate in selling service contracts in collaboration with relevant stakeholders • Implement a sales strategy for consumables, training, OQ (Operational Qualification), additional workstations, relocations and other billable supplementary services