About the Company
VXI Global Solutions is a business process outsourcing leader specializing in customer service, customer experience management, and digital solutions for global brands. Founded in 1998, the company has more than 40,000 team members across 43 locations in North America, Asia, Europe, and the Caribbean. VXI provides omnichannel, multilingual support, revenue generation services, application development, CX strategy, AI and automation, and business analytics. Backed by Bain Capital, VXI is one of the fastest-growing privately held business services organizations in the United States and the Philippines. The company focuses on delivering measurable business outcomes, service excellence, and innovative customer journey solutions for its clients.
About the Role
The Team Leader is responsible for overseeing the day-to-day performance, development, and engagement of a team of Healthcare BPO Agents supporting U.S. healthcare programs. This role ensures achievement of operational, quality, compliance, customer experience, and productivity goals while providing leadership, coaching, and performance management support to frontline staff.
The Team Leader serves as the primary point of contact for team-related operational activities and acts as a liaison between agents, SMEs, Quality, Training, Workforce Management, and Operations Leadership. The position is responsible for driving employee performance, ensuring regulatory compliance, and supporting successful delivery of healthcare services across Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, and Grievance & Appeals programs.
The ideal candidate possesses strong healthcare operations knowledge, leadership capabilities, coaching experience, and a commitment to delivering exceptional customer service in a highly regulated healthcare environment.
Responsibilities
Key Responsibilities
Team Leadership & People Management
- Lead, supervise, and support a team of Healthcare BPO Agents to achieve operational and client objectives.
- Provide daily direction, guidance, and performance support to team members.
- Conduct regular one-on-one meetings, team huddles, coaching sessions, and performance reviews.
- Foster a positive, inclusive, and high-performance work environment.
Performance Management & Coaching
- Monitor team performance against established Key Performance Indicators (KPIs).
- Analyze performance trends and identify opportunities for improvement.
- Deliver coaching and development plans focused on quality, productivity, compliance, customer satisfaction, and attendance.
Operational Management
- Manage daily workflow and operational activities to ensure service-level commitments are achieved.
- Monitor staffing levels, schedule adherence, and productivity throughout the day.
- Coordinate with Workforce Management to address staffing requirements and operational needs.
- Support real-time management of queues, service levels, and workload distribution.
Quality & Compliance Management
- Ensure adherence to HIPAA Privacy and Security regulations.
- Promote compliance with CMS guidelines, Fraud, Waste & Abuse (FWA) requirements, and client-specific standards.
- Monitor quality scores and implement action plans to improve team performance.
Reporting & Performance Analysis
- Review and analyze team performance reports, dashboards, and scorecards.
- Prepare operational updates and performance summaries for leadership.
- Support business reviews and operational performance discussions.
Qualifications
- Minimum 3 years of experience in a healthcare contact center, healthcare BPO, managed care, health insurance, or healthcare services environment.
- Minimum 1 year of leadership, supervisory, coaching, SME, or senior agent experience.
- Experience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, or Grievance & Appeals programs.
- Experience managing performance metrics and employee development activities.
- Experience handling customer escalations and operational issue resolution.
Required Skills
Knowledge
Strong understanding of U.S. healthcare industry concepts, regulations, and contact center operations.
Understanding of workforce management principles, performance coaching methodologies, and healthcare operational processes.
Skills
- Strong leadership, coaching, and mentoring capabilities.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and time-management skills.
- Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
- Experience using CRM systems, workforce management tools, and operational reporting platforms.
- Ability to motivate teams and drive performance improvement.
Preferred Skills
- Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Management, Communications, or a related field; equivalent experience may be considered.
- 4+ years of healthcare customer service or healthcare BPO experience.
- Experience supporting Medicare Annual Enrollment Period (AEP) and Open Enrollment operations.
- Experience leading remote, hybrid, or multi-skilled teams.
- Experience working with quality management, workforce management, or training functions.
- Leadership, Coaching, Healthcare Compliance, or Customer Experience certifications preferred.
