Role & responsibilities

Key Responsibilities:

- 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), and Customer Satisfaction (CSAT).
- Conduct regular team meetings, training sessions, and one-on-one coaching to enhance skills and ensure compliance with US healthcare regulations.
- Motivate and engage team members to achieve individual and team goals.

Operational Excellence:

- 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.
- Monitor call quality and provide constructive feedback to agents for continuous improvement.
- Prepare and analyze reports on team performance metrics and recommend improvement strategies.

Customer Experience:

- Drive a customer-first culture by ensuring that all interactions are handled empathetically, professionally,



and in compliance with healthcare standards.
- Ensure accurate and timely resolution of customer inquiries related to healthcare services, insurance coverage, claims, and medication support.
- Collaborate with Quality Assurance and Training teams to improve customer service standards, with a focus on US healthcare practices.

Preferred candidate profile

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. The Team Leader will be responsible for monitoring team performance, driving metrics, and fostering a positive and compliant work workplace.

In-depth understanding of US healthcare processes, including insurance claims, medical billing, and patient engagement. Background in Pharma, Nursing, or USRN certification is an added advantage.

📌 Team Leader Healthcare Contact Center (Member Services) (Karnataka)
🏢 ResultsCX
📍 Karnataka