Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next g...
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Are you ready to lead from the front on a campaign that truly makes a difference? We are looking for a Team Leader to join our healthcare operations team, supporting a US-based health insurance client.
This is a high-impact leadership role ideal for someone with strong people management skills, contact centre experience, and a passion for delivering service excellence in a regulated industry.
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
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