Texas Licensed Healthcare Team Leader

Job Summary

Leading a dedicated team of Customer Service Advocates, the full-time Texas Licensed Healthcare Team Leader will provide coaching, support, and strategic guidance while managing healthcare inquiries in a remote environment.

Key responsibilities

• Provide daily motivation and performance development through coaching and feedback sessions
• Monitor and drive operational metrics including First Call Resolution (FCR) and Average Handle Time (AHT)
• Nurture new hires through training and ensure adherence to attendance and engagement guidelines

Required qualifications

• 1+ years of experience in a contact center or BPO environment, with supervisory experience
• Experience in a health insurance or Medicaid environment is preferred
• Demonstrated emotional intelligence with skills in de-escalation and team support
• Proficient in navigating Windows PC applications and remote team tools
• Able to support a remote team while ensuring data security and compliance