Team Lead, Live Scan Review - Dental CAD/CAM CX

Eclaro Business Solutions, Inc; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Eclaro Business Solutions, Inc is seeking a Team Lead to supervise a CX team serving dental practice clients. You will guide live chat, phone, and other channels, manage escalations, and drive process improvements to meet high-quality service standards.

The role emphasizes data-driven leadership, onboarding and training, real-time adherence, and performance coaching within a fast-paced environment.

Qualifications

• 2+ years of frontline leadership experience in customer service or similar
• 1+ years of direct people management experience
• Proven ability to manage and develop a team and drive performance improvements
• Experience handling healthcare or clinical customer interactions is a plus
• Comfortable with data, metrics, and continuous improvement

Responsibilities

• Supervise and coach a front-line team supporting customers of dental products and services
• Coach CX reps and provide customer service guidance
• Track and report KPIs like productivity, accessibility, adherence, and quality
• Provide feedback in 1:1 sessions and uphold performance standards
• Collaborate with QA to audit and deliver agent feedback and build SOPs
• Monitor real-time capacity with Workforce Capacity team for attendance and productivity
• Identify bottlenecks and partner with cross-functional teams to implement improvements
• Develop and maintain SOPs for consistency and efficiency
• Use data to positively impact area of ownership
• Foster a positive, collaborative team environment prioritizing customer experience

Skills

Frontline leadership

People management

Customer service

Data-driven

KPI tracking

Tools

Zendesk

Job description

Eclaro Business Solutions, Inc is seeking a Team Lead to supervise a CX team serving dental practice clients. You will guide live chat, phone, and other channels, manage escalations, and drive process improvements to meet high-quality service standards.

The role emphasizes data-driven leadership, onboarding and training, real-time adherence, and performance coaching within a fast-paced environment.