Team Leader – Healthcare Contact Center (Member Services)

Full Location: Bengaluru - India

We are seeking a agile 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 environment.

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 team

📌 Team Leader – Healthcare Contact Center (Bengaluru)
🏢 ResultsCX
📍 Bengaluru