Team Leader – Healthcare Contact Center (Member Services)

About the role

We are seeking a dynamic and results-driven Team Leader to oversee and guide a team of customer service representatives working in a voice-based contact center supporting the US healthcare industry. The ideal candidate will ensure operational excellence, compliance with healthcare regulations such as HIPAA, and exceptional customer service delivery.

What you'll do

• Supervise, mentor, and lead a team of contact center agents handling healthcare-related inquiries, including insurance, claims, billing, and patient support
• Monitor daily team performance and ensure adherence to Service Level Agreements (SLAs), such as Average Handling Time (AHT), First Call Resolution (FCR)
• Motivate and engage team members to achieve individual and team goals
• Manage daily operations and ensure smooth workflow in the contact center environment
• Handle escalations and resolve customer complaints efficiently while adhering to healthcare compliance standards, including HIPAA

What you need

• 3–5 yrs of experience
• CRM
• Customer service
• Escalation handling
• Problem solving
• Any graduate