Senior Team Leader

The Senior Team Leader will oversee multiple workstreams within the healthcare insurance line of business, including inbound member and provider support, back-office and claims processing, and accounting, billing, and collections. This role ensures that all teams meet service level targets, maintain quality standards, and deliver consistent client satisfaction.

The Senior Team Leader is accountable for team performance metrics such as AHT (Average Handle Time), Quality, Attendance, Opportunity Cost and CSAT, while driving operational excellence through coaching, reporting, process documentation, and collaboration with internal and client stakeholders.

Key Responsibilities

Operations & Performance Management

• Manage daily operations of inbound, back-office, claims, and billing teams to ensure SLA compliance.

• Monitor and control key performance metrics, including AHT, Quality, Absenteeism, and Opportunity Cost.
• Forecast and allocate resources effectively to support operational volume and client demands.
• Collaborate with Workforce and Quality teams to maintain service consistency and accuracy.

Client Relationship & Escalation Handling

• Serve as the primary escalation point for client issues and ensure timely resolution.
• Coordinate directly with clients on escalated member or provider concerns.
• Present performance updates and improvement initiatives during Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs).
• Maintain transparency and trust through proactive communication and reporting.
  

Reporting & Business Reviews

• Manage the creation and submission of all operational reports, including productivity, SLA, and quality scorecards.
• Analyze trends and variances to identify risks and improvement opportunities.
• Create and maintain WBR decks, tracking weekly updates on performance, headcount, and key metrics.
• Ensure timely delivery of accurate performance reports to clients and leadership.
  

Coaching, Training & Quality

• Conduct regular coaching sessions for team leaders, providers, and member support agents.
• Facilitate calibration sessions with the QA and client teams to align performance expectations.
• Review quality audit findings and lead initiatives to address performance gaps.
• Coordinate refresher training sessions and knowledge-sharing activities.
• Ensure all training content and SOPs are documented, updated, and implemented.
  

Team Leadership & Employee Engagement

• Supervise and mentor team leaders and agents to achieve department and individual goals.
• Drive employee engagement through recognition, feedback, and development planning.
• Monitor attendance, adherence, and productivity metrics to ensure staffing efficiency.
• Create and execute action plans for absenteeism, low quality, or missed KPIs.

• Bachelor’s degree in Business, Healthcare Management, or related field.

• 3–5 years of leadership experience in a BPO or healthcare insurance account.
• Proven background in managing inbound service, back-office, claims, and billing operations.
• Strong understanding of healthcare processes, HIPAA compliance, and data privacy.
• Proficiency in Microsoft Office (Excel, PowerPoint, Outlook) and reporting tools.
• Experience in WBR/MBR presentation, data analytics, and performance management.
• Excellent written and verbal communication skills.
  

Key Skills & Competencies

• Team Leadership and Coaching
• Service Level &; Quality Management
• Client Relationship and Escalation Handling
• Data Analysis and Reporting
• Process Documentation & SOP Management
• Workforce Planning and Attendance Control
• Business Review (WBR/MBR) Creation and Delivery
• Strategic Thinking and Problem Solving
  

Performance Metrics

• Service Level Achievement (SLA) – % of calls/claims resolved within targets
• Average Handle Time (AHT) – Maintained within client-defined thresholds
• Quality Audit Score – ≥ 95% or client SLA
• Attendance / Absenteeism Rate – ≤ 5% monthly
• Opportunity Cost – Maintained below 4%
• Escalation Resolution Rate – 100% within SLA
• Client Satisfaction Score (CSAT/NPS) – Target met or exceeded

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learnings