Team Leader – Healthcare Contact Center

About the role

We are looking for an operationally focused Team Leader to manage a dedicated contact‑center team serving the Datamatics healthcare account. The role involves overseeing inbound patient and pharmacy support, outbound scheduling, and back‑office tasks while ensuring strict compliance with HIPAA and PCI‑DSS standards.

Key responsibilities

• Lead a team of agents to meet aggressive SLA targets, including abandonment rate, first‑call resolution and CSAT.
• Manage real‑time queues to achieve optimal average speed of answer.
• Maintain workforce discipline by scheduling, monitoring paid time off and controlling monthly shrinkage.
• Generate and analyse weekly and monthly performance reports to track trends.
• Drive continuous‑improvement initiatives and participate in quality‑assurance calibration sessions.
• Coach agents on handling reportable/adverse events, escalations and complex workflow documentation.
• Represent team performance during operational and client business reviews.

Required profile

• 2–3 years of team‑leader experience in a BPO or contact‑center environment.
• Strong background in healthcare, pharmacy or patient‑support operations.
• Proven ability to manage blended inbound, outbound and back‑office processes.
• Hands‑on experience with Genesys Cloud or a comparable contact‑center platform.
• Solid understanding of HIPAA and PCI‑DSS compliance requirements.

Required skills

• Genesys Cloud (or similar contact‑center platform)