Job Description

Supervisor, Operations
Designation : Team Leader xe2x80x93 Healthcare Contact Center (Member/Provider Services)
Location: Bangalore, India
Job Type: Full-Time
Shift: Fixed Night Shifts
We are looking for an experienced and dynamic Team Leader to manage and guide a team of healthcare contact center executives in our Member/Provider Services division. The ideal candidate will have strong leadership abilities, excellent communication skills, and a proven track record in managing performance and driving results in a BPO environment. This role involves overseeing day-to-day operations, ensuring high-quality service delivery, and supporting team members in achieving their goals.
--- In this role you will:
xc2xb7 Supervise and manage a team of contact center executives handling healthcare member and provider services.
xc2xb7 Monitor team performance to ensure adherence to service level agreements (SLAs), quality standards, and operational metrics.
xc2xb7 Provide coaching, mentoring, and regular feedback to team members to enhance their skills and productivity.
xc2xb7 Conduct team huddles, performance reviews, and training sessions to address individual and team development needs.
xc2xb7 Act as the first point of escalation for complex or unresolved customer queries and ensure timely resolutions.
xc2xb7 Collaborate with quality analysts and trainers to identify gaps and implement corrective actions.
xc2xb7 Prepare and present daily, weekly, and monthly performance reports to management.
xc2xb7 Drive process improvement initiatives to enhance operational efficiency and customer satisfaction.
xc2xb7 Ensure compliance with company policies, HIPAA regulations, and other industry standards. We are looking for someone who has:
xc2xb7 Education: Graduate in any discipline.
xc2xb7 Experience:
o Minimum 2xe2x80x934 years of experience in a healthcare contact center/BPO environment.
o At least 1 year of experience in a Team Leader or supervisory role.
xc2xb7 Strong understanding of healthcare processes, insurance claims, and provider services.
xc2xb7 Exceptional leadership, coaching, and conflict-resolution skills.
xc2xb7 Proficiency in using CRM tools, reporting systems, and MS Office applications.
xc2xb7 Ability to analyze data, interpret trends, and make data-driven decisions.
xc2xb7 Willingness to work fixed night shifts to support international clients.
Key Skills:
xc2xb7 Leadership and team management
xc2xb7 Customer service and problem-solving
xc2xb7 Performance monitoring and reporting
xc2xb7 Communication and interpersonal skills
xc2xb7 Analytical and decision-making abilities
xc2xb7 Time management and multitasking About ResultsCX
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. ResultsCXxe2x80x99s 30+-year track record for reimagining the customer experience to meet consumersxe2x80x99 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. '