Team Leader

Team Leader Orlando Florida US Onsite

About Us

Helpwareis a technology-driven company with offices in the USA Ukraine Mexico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners byleveragingour empowered teams innovative solutions and technologies.

Position Overview:

The Team Leader is responsible for leading and developing a team of Member Services Advocates to deliver exceptional member experiences while meeting operational quality compliance and performance objectives. This role provides day-to-day coaching performance management and support to ensure team members effectively educate and assist members maintain regulatory compliance and achieve service excellence. The Team Leader also partners with internal stakeholders and clients to drive continuous improvement and operational success.

Specific Responsibilities:

• Lead coach and develop a team of Member Services Advocates to achieve key performance indicators (KPIs) quality standards productivity goals and service level expectations.
• Conduct regular coaching sessions performance reviews and feedback discussions to improve individual and team performance.
• Monitor daily operations staffing attendance schedule adherence and workload distribution to ensure service objectives are consistently met.
• Review member interactions to ensure adherence to quality standards compliance requirements approved scripts and operational procedures.
• Support agents in resolving complex member concerns escalations and sensitive situations while ensuring timely and appropriate resolution.
• Reinforce knowledge of Medicare programs member benefits campaign requirements and engagement workflows through ongoing coaching and knowledge sharing.
• Analyze team performance metrics and identify trends opportunities and action plans to improve operational results.
• Collaborate with Quality Assurance Training Workforce Management Operations and Client partners to implement process improvements and support business initiatives.
• Ensure accurate documentation of member interactions and compliance with all regulatory client and company requirements.
• Participate in client meetings calibration sessions and operational reviews as required.
• Assist with onboarding training support nesting and continuous development of new team members.
• Foster a positive collaborative and high-performance team culture focused on accountability engagement and member satisfaction.
• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Associates or Bachelors degree preferred particularly in Healthcare Business Administration Management Psychology or related fields.
• Minimum of two (2) years of experience in a BPO/Call center environment preferably within healthcare insurance Medicare financial services government programs or other regulated industries.
• Minimum of one (1) year of supervisory Team Lead or people leadership experience in a contact center environment preferred.
• Experience leading teams supporting healthcare or Medicare-related accounts is highly preferred.
• Experience working with performance metrics quality monitoring coaching and employee development.
• Proficient in Microsoft Office applications including Excel Word Outlook and Teams.
  
• Experience using CRM contact center quality monitoring and workforce management systems.
  
• Comfortable navigating multiple systems simultaneously in a Windows-based environment.
  
• Ability to interpret reports and dashboards to support operational decision-making.

Knowledge Skills and Abilities:

• Strong leadership coaching and employee development skills with the ability to motivate and inspire high-performing teams.
• Excellent interpersonal verbal and written communication skills.
• Strong analytical and problem-solving abilities with experience interpreting operational metrics and performance data.
• Ability to manage multiple priorities in a fast-paced deadline-driven environment.
• Knowledge of contact center operations workforce management concepts and service level expectations.
• Ability to coach agents on empathy active listening de-escalation and consultative customer service techniques.
• Strong understanding of quality assurance processes and compliance requirements within regulated industries.
• Demonstrated ability to manage performance through coaching corrective action and recognition.
• Ability to exercise sound judgment maintain confidentiality and make timely decisions.
• Highly organized with strong attention to detail.
• Adaptable to changing priorities business needs and operational requirements.
• Ability to build positive working relationships with cross-functional teams leadership and client stakeholders.