Team Leader

Customer Service and Support

Job Title:

Job Description

Key Responsibilities

• Lead, coach, and support a team of front-line agents handling health insurance-related queries
• Monitor performance against KPIs including CES, AHT, QA, and Schedule Adherence
• Drive coaching cadences and own individual development plans
• Manage escalations, customer resolution processes, and ensure compliance with HIPAA and CMS-aligned protocols
• Partner with QA, WFM, and Training teams to maintain service consistency and support ramp periods
• Lead with empathy and accountability during high-pressure volume periods (e.g. Open Enrollment, Annual Enrollment Period)

Candidate Profile

• Requirements

• Minimum 1–2 years Team Leader or Senior Agent experience in a contact centre environment
• Health insurance or healthcare campaign experience preferred
• Strong understanding of key metrics: AHT, ASA, CR%, CES, FCR
• Willing and able to work US hours, including occasional weekends during peak cycles( to be confirmed based on the Line of Bussiness)
• Strong people management, coaching, and reporting skills

Career Level Description

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

What We Offer

• Leadership development and exposure to cross-functional operations
• The opportunity to grow within a global, future-focused BPO environment
• Access to healthcare campaign training and certification pathways

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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