BSC Team Lead

International SOS; San Antonio (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

International SOS in the United States is seeking a seasoned Supervisor of Customer Services to lead a team of call center professionals. You will allocate work, coach staff, monitor performance, and ensure service standards meet or exceed contracted KPIs in a fast-paced health and security support operation.

You will collaborate with leaders, manage escalations, and drive process improvements while safeguarding patient and client confidentiality under HIPAA/PII guidelines.

Qualifications

• Demonstrated leadership of call center teams and ability to develop a collaborative culture.
• Experience using CRM systems to manage customer interactions and workflows.
• Strong problem-solving and decision-making skills under pressure.
• Excellent written and verbal communication; ability to document and share clear guidance.

Responsibilities

• Supervises work allocation for the team to meet contracted timeframes.
• Coaches and develops team members to maintain service standards.
• Leads a team of direct reports, monitoring productivity and behaviors.
• Ensures service standards/KPIs are met and procedures followed.
• Provides feedback to staff and acts as escalation point for complex issues.
• Supports on-call and on-duty leadership schedules.
• Maintains confidentiality per HIPAA/PII guidelines.

Skills

Leadership

CRM usage

Coaching

Communication

Problem solving

Decision making

Customer focus

Tools

SAP

Salesforce

Job description

Essential Job Duties and Responsibilities:

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities. Now, we’re looking for talented individuals to join our team and make a difference.

Key Responsibilities

• Supervises the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted timeframes.
• Coaching, supporting and developing members of the team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards.
• Leading the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
• Responsible for ensuring all service standards / KPI’s are met and ensures the team is following the correct procedures and processes at all times.
• Provides quality feedback to CSE’s to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.
• Apply critical and creative thinking strategies to find productive solutions to issues
• Ensures that the Beneficiary Supervisor, Manager and Head of Service Delivery leadership are regularly briefed on performance issues impacting the team.
• Executes the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Supervisor, Manager or Head of service delivery.
• Acts as a first point of escalation for complex issues within the team.
• Participate in ad-hoc projects, taking the lead where appropriate.
• Supports the management team in meeting and exceeding stated objectives.
• Maintains confidentiality of all patient and/or client information. Both International SOS and
• HIPAA/PII guidelines and regulations will be followed.
• Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues.
• Clearly understands and enforces the appropriate escalation protocol by quickly delegating, directing or escalating any and all concerns.
• Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Assists with and directly manages the administrative aspects of having a team of Customer Service Executive

Required Skills and Knowledge

• Displays maturity and strong leadership traits, ability to lead teams
• Familiar with CRM usage and managing call center agents.
• Takes initiative, demonstrates responsibility.
• Customer service orientation and a team player.
• Proactively identifies and acts on potential problems and / or difficulties.
• Demonstrates effective problem solving skills and lateral thinking.
• Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
• Ability to listen, write and speak effectively.
• IT literate and conversant with contemporary computer software.

Required Competencies

• Leadership
  • Leads by example and is a role model to others. Helps self and others to focus on what really matters. Uses own influence to guide individuals and groups towards achieving their goals. Delegates appropriately within the team, playing to the strengths of individuals
• Customer Focus
  • Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations.
  • Supports and encourages others to deliver superior services across the organization. Provides the tools and information to make this happen
  • Measures and evaluates services levels using a variety of approaches
• Communication Skills
  • Influences audiences effectively in challenging and/or adversarial situations
  • Simplifies, condenses and communicates ideas and concepts from many sources
  • Keeps people well informed of key issues impacting the business
• Problem Solving
  • Transforms original ideas and creative approaches into practical solutions.
  • Quick and resourceful in mastering facts, information and knowledge to help others solve business problems
  • Motivates others to adopt diverse problem solving techniques and processes
• Drive for Results
  • Concentrate on value adding business opportunities and focuses employee efforts on them
  • Exercise leadership in making things happen by being directive and action oriented
  • Shows personal accountability and holds others accountable for achieving results
• Business Focus
  • Understands the business issues impacting the organization and the industry
  • Makes decisions that are fiscally responsible and meet the business goals
  • Is creditable and can facilitate client meetings
• Teamwork and Collaboration
  • Maintains the focus of the team on their goals, builds a collaborative work ethic
  • Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths
  • Removes roadblocks for others
• Developing and Coaching
  • Helps others learn how to structure and solve problems related to their work and relationships with others
  • Provides instructions and explains by positive modelling in order to help others develop skills
  • Provide feedback on yearly Performance Appraisal and develops talent appropriately
  • Ability to write and deliver a Staff Training and Development Plan with oversight from the management team

Required Work Experience

• Worked in a call center environment. – Call handling, transfers, inbound and outbound
• Understand call and email etiquette.
• Worked in health insurance, medical or any related business.
• Exposed to administrative work like claims processing, enrollments, billing etc.
• Experience with SAP or Salesforce is a plus
• Led and mentored a team of Customer Services Executives

Required Qualifications

• College Graduate Preferred
• Preferred Degree in: International Business, Language, Liberal Arts, Business Management
• This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

Required Languages

• Ability to read, write and speak English
• Fluency or proficiency in any other language is advantageous but not a requirement

Travel / Rotation Requirements

• Occasional domestic and or international travel may be required