Supervisor, Operations (#25617755)

Designation : Team Leader – Healthcare Contact Center (Member Services)

Location: Bangalore, India

Job Type: Full-Time

Shift: Fixed Night Shifts

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 environment.

• 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. 

• Handle escalations, resolve customer complaints efficiently while adhering to healthcare compliance standards, HIPAA.
• Monitor call quality and provide constructive feedback to agents for continuous improvement
• Prepare and analyze reports on team performance metrics and recommend improvements.
• Drive a customer-first culture 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 QA and Training teams to improve customer service with a focus on US healthcare practices

· Education: Graduate in any discipline.

· Experience:

o Minimum 2–4 years of experience in a healthcare contact center/BPO environment.

o At least 1 year of experience in a Team Leader or supervisory role.

· Strong understanding of healthcare processes, insurance claims, and provider services.

· Exceptional leadership, coaching, and conflict-resolution skills.

· Proficiency in using CRM tools, reporting systems, and MS Office applications.

· Ability to analyze data, interpret trends, and make data-driven decisions.

· Willingness to work fixed night shifts to support international clients.

Key Skills:

· Leadership and team management

· Customer service and problem-solving

· Performance monitoring and reporting

· Communication and interpersonal skills

· Analytical and decision-making abilities

· Time management and multitasking

Benefits:

· Competitive salary package with performance incentives

· Transport facility for night shifts

· Leadership development and growth opportunities

· Health insurance and other employee benefits

· Dynamic and supportive work environment

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.