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Team Leader – Healthcare Contact Center (Member Services)

Company

ResultsCX

Location

Bengaluru, India

Type

External

Team Leader – Healthcare Contact Center (Member Services)

Full Location: Bengaluru - IN

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.

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)...

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