Team Leader Healthcare (Sessional)
About The Position
As a Team Lead, you are the ultimate culture champion, cheerleader, and strategic coach for a team of front-line Customer Service Advocates. Your mission is to support, develop, and inspire your team as they handle 50–70 daily healthcare customer inquiries. You understand that to take care of our members, we must first take care of our people; you lead with empathy, active listening, and a psychological safety-first approach to help your team navigate high-volume days without burnout. You will guide them through our comprehensive training program, manage real-time shift behaviors, and directly impact our First Call Resolution (FCR) and CSAT goals. You ensure your team works with empathy, guiding vulnerable populations and Medicaid members to simplify their healthcare experience. This is a Fixed-Term role, valid from your start date through February 28, 2027.
Requirements
- 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.
- 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.
- Ability to support a remote team while keeping a strict eye on metrics, corporate data security, and client policy compliance.
Nice To Haves
- Experience working within a health insurance, medical, or Medicaid/vulnerable population environment is highly preferred.
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.
Benefits
- medical, dental, and vision insurance
- 401(k) with company match
- paid time off including vacation, sick leave, and holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
