Remote Service Team Leader - Customer Excellence & Growth

Bupa; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working

Wellbeing programme Viva

Family friendly benefits

Job summary

Bupa seeks a Remote Service Team Manager to lead a team of physiotherapists delivering remote customer support. You will partner with the Operations Manager to drive performance, improve service quality and implement continuous improvement across service lines.

You will guide capacity planning, scheduling, and development plans while embedding a culture of compliant, customer-focused care. Applicants with health/wellbeing industry experience are preferred.

Qualifications

• Demonstrated leadership of teams and performance management.
• Experience in customer service environments and driving customer satisfaction.
• Ability to use data and insights to improve service quality.
• Strong organizational, time management and scheduling capabilities.

Responsibilities

• Manage the performance of team members by setting objectives and growth plans.
• Drive operational efficiencies through effective utilization and scheduling of resources.
• Focus on profitable growth, innovation, and customer-centric service delivery.
• Use Net Promoter System insights to improve customer experience across Remote Services.
• Support data collection and interpretation with clinical team input.
• Own capacity management and develop innovative revenue opportunities for the service.
• Ensure a culture of compliance and maintain regulatory standards.
• Participate in recruitment, development, coaching and day-to-day team management.
• Communicate effectively with employees, colleagues and customers.
• Demonstrate ability to engage and motivate staff in a health and care context.

Skills

Leadership

People management

Customer service

Remote team management

IT proficiency

MS Office

Job description

Bupa seeks a Remote Service Team Manager to lead a team of physiotherapists delivering remote customer support. You will partner with the Operations Manager to drive performance, improve service quality and implement continuous improvement across service lines.

You will guide capacity planning, scheduling, and development plans while embedding a culture of compliant, customer-focused care. Applicants with health/wellbeing industry experience are preferred.