Bilingual Call Center Team Lead

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Call Center Team Lead at an exciting time - we’ve successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY. 

WHAT YOU WILL BE GETTING INVOLVED IN:

As the Call Center Team Lead, you will report directly to the VP of Operations. Utilizing traditional contact center management techniques and metrics (e.g., call handling times, first call resolution, adherence), you will be responsible for overseeing the daily operations and performance of the scheduling team, including training, coaching, and managing schedulers. Your ultimate goal will be enabling your team to provide a best in class experience for patients and clients.

As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:

• Manage, train, and coach a team of schedulers, ensuring high-quality performance and adherence to contact center metrics.
• Conduct regular performance evaluations and provide constructive feedback, recognizing top performers and addressing underperformance with development plans.
• Oversee the end-to-end scheduling process, from receiving customer orders to appointment confirmation and re-scheduling, ensuring that all interactions are handled efficiently and accurately.
• Utilize contact center management principles to monitor and improve scheduling KPIs, such as average handling time (AHT), first call resolution (FCR), and schedule adherence.
• Track, analyze, and report on key metrics, including inbound/outbound call volume, scheduling completion rates, and agent productivity.
• Collaborate with the Customer Experience Enablement Lead to keep the knowledge base and training materials current, incorporating best practices and feedback from team members.
• Use workforce management software to forecast scheduling demand, assign resources efficiently, and adjust shifts as needed to accommodate volume fluctuations.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE:

• Optimized and documented scheduling processes aligned with SLAs.
• Comprehensive training program for onboarding and continuous learning.
• Performance dashboards and improved team productivity metrics.
• A collaborative and motivated team culture with a continuous improvement mindset.
• Enhanced customer satisfaction with clear improvements in interaction quality across channels.

WHAT YOU MIGHT BRING TO THE TABLE:

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:

• Proven experience in a contact center or scheduling role, with at least 1 year in a supervisory or team lead position.
• A track record of managing high performing teams using contact center metrics (e.g., AHT, FCR, adherence).
• Strong leadership and coaching skills, with the ability to motivate and develop a high-performing team.
• Proficiency in contact center technology, including CRM, scheduling platforms, and workforce management tools.
• Analytical mindset with experience in monitoring metrics and using data to make decisions.
• Excellent communication and interpersonal skills, capable of resolving escalated scheduling issues and building relationships across departments.

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Salary range of $50,000 - $60,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application

Salary : $50,000 - $60,000