Texas Licensed Healthcare Team Leader

Job Summary

Leading a team of front-line Customer Service Advocates, the full-time Texas Licensed Healthcare Team Leader will provide coaching, support, and development while managing healthcare customer inquiries and driving operational metrics in a remote environment.

Key responsibilities

• Provide daily motivation and conduct performance development sessions with a focus on empathetic feedback and career growth
• Monitor and analyze operational metrics to ensure team performance aligns with First Call Resolution (FCR) and quality standards
• Nurture new hires through training and ensure adherence to attendance and performance guidelines

Required qualifications

• 1+ years of experience in a contact center or BPO environment, with supervisory experience in customer care
• Experience in health insurance, medical, or working with vulnerable populations is preferred
• Demonstrated emotional intelligence and ability to de-escalate stressful situations
• Proficiency in Windows PC applications and remote team tools like Slack and Zoom
• Ability to manage a remote team while ensuring compliance with metrics and client policies