Seasonal Healthcare Licensed Trainer/Team Lead Hybrid

TTEC•Austin, TX

2d•Hybrid

About The Position

At TTEC, we’re all about the 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. You’ll prepare individuals for success by effectively teaching skills, reinforcing knowledge, and assessing readiness, while creating an engaging learning 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.

Requirements

An active Resident State Health Insurance License
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

Responsibilities

Facilitate instructor‑led and virtual training sessions.
Guide agents through systems, tools, policies, and call flows
Strengthen learner proficiency by facilitating knowledge checks, mock calls, role plays, and simulations
Evaluate trainee readiness against established certification and graduation standards
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