Supervisor

Job Summary: Team Leader - Healthcare Voice Processes

We are seeking an experienced Team Leader with a proven track record of managing 18-25 agents in healthcare voice processes, particularly within the US healthcare domain. The ideal candidate will have minimum of 18 to 24 months of leadership experience, with expertise in driving team performance, ensuring compliance, and maintaining high-quality service delivery. This role demands strong communication skills, excellent team management capabilities, and the ability to thrive in a fast-paced environment. Night shift availability is required.

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  Lead a team of 18-25 agents handling outbound/inbound voice processes for the US healthcare system.

• Monitor team performance, ensuring adherence to key performance indicators (KPIs), including call quality, resolution time, and customer satisfaction.

• Provide coaching, mentoring, and ongoing support to team members to enhance their skills and performance.

• Conduct team briefings, one-on-ones, and performance reviews to ensure alignment with organizational goals.

• Ensure compliance with HIPAA regulations, healthcare industry standards, and company policies.

• Handle escalated member inquiries efficiently and resolve complex cases professionally.

• Collaborate with stakeholders to implement process improvements, resolve operational challenges, and meet client expectations.

• Prepare and present team performance reports, highlighting achievements and areas for improvement.

• Foster a positive, motivating team environment to drive employee engagement and retention.

• Manage workforce planning, including agent scheduling and shift adherence.

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  3+ years of experience managing teams of 18-25 agents in voice processes, preferably in the US healthcare domain.

• Strong leadership and team management skills, with a focus on performance optimization and employee development.

• Excellent verbal and written communication skills, with the ability to provide constructive feedback and conflict resolution.

• Knowledge of healthcare processes, medical terminologies, and regulatory standards (preferred).

• Proficiency in CRM tools, call center platforms, and reporting systems.

• Exceptional problem-solving and decision-making abilities.

• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.

• Willingness to work night shifts.

Educational Qualification

• Bachelor’s degree in any field (preferred: Healthcare Administration, Business Management, or related areas).

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.