Team Lead - Healthcare

Responsibilities

• Provide daily motivation, side-by-side coaching, and regular 1-on-1 performance development sessions centered on constructive, empathetic feedback and career pathing.
• Monitor, analyze, and drive daily operational metrics including First Call Resolution (FCR), Average Handle Time (AHT), Quality Assurance (QA) compliance, and schedule adherence while keeping a pulse on team morale and mental well-being.
• Nurture and guide new hires through their initial paid training and nesting periods, enforcing 100% attendance and video-on guidelines by building trust, setting compassionate expectations, and guaranteeing long-term system confidence.
• Serve as the first line of defense for complex member queries regarding claims, benefits, or medical eligibility, advocating for both the member and your agent to reduce frontline frustration.
• Manage real-time schedule adherence across standard shift windows to ensure proper coverage limits are met, while demonstrating understanding and flexibility for unique remote worker challenges.
• Foster an inclusive, supportive virtual community where team members feel heard, valued, and empowered to bring their authentic selves to work.

Qualifications

• 1+ years of experience in a contact center or BPO environment, with at least 1 year of experience directly supervising or mentoring front-line customer care teams using an empathetic, people-first management approach.
• Experience working within a health insurance, medical, or Medicaid/vulnerable population environment is highly preferred.
• Demonstrated emotional intelligence (EQ) with a proven ability to de-escalate stressful situations, prevent frontline agent burnout, and support diverse teams.
• Highly skilled at navigating Windows PC applications, remote team tools (Slack, Zoom, Teams), and utilizing digital metrics dashboards to make data-driven decisions.
• Able to support a remote team while keeping a strict eye on metrics, corporate data security, and client policy compliance.