Team Lead-Voice

Job Summary

SuperCare Health is seeking an experienced Team Lead to manage the Operations Team supporting In-Bound calls from patients, caregivers, hospitals, and healthcare providers across the United States. The Team Lead will be responsible for overseeing daily operations, driving service excellence, managing team performance, ensuring adherence to operational protocols, and acting as a key liaison between the on-call team and SuperCare leadership. The role requires strong people management, customer service, and operational leadership skills within a fast-paced healthcare support environment.

Key Responsibilities

• Lead and manage the team, ensuring adequate coverage and operational continuity during peak and off-peak hours.
• Monitor team performance, productivity (AHT, NPS, CSATs), quality, and adherence to established SLAs workflows, SOPs, and patient safety and HIPAA protocols.
• Provide coaching, mentoring, and real-time support to team members for handling escalations, emergency situations, and complex customer interactions.
• Act as the primary point of contact between the team, branch managers, customer service supervisors on shore, and operational leadership.
• Review and drive resolution of critical patient concerns, hospital discharge requests, equipment service issues, and urgent escalations.
• Ensure accurate documentation, compliance with operational guidelines, timely escalation management, and achievement of service level expectations.
• Prepare operational reports, analyze trends, identify process improvement opportunities, and support stakeholder communication.

Skill Requirements

• Strong leadership and people management skills.
• Excellent verbal and 45 WPM communication skills.
• Strong customer service, stakeholder management, and conflict resolution abilities.  
• Proven coaching, performance management, and team development skills.
• Exceptional problem-solving, decision-making, and analytical capabilities.
• Ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Strong reporting, documentation, and operational management skills.

Other Requirements