Team Leader

Doist; Orlando (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Helpware in Orlando, FL is seeking a Team Leader to guide and develop a team of Member Services Advocates, delivering exceptional member experiences while meeting quality, compliance, and performance targets. You will coach daily, conduct performance reviews, and partner with clients to drive improvements.

This role requires strong leadership, coaching, and analytical skills, with experience in healthcare or Medicare-related accounts preferred.

Qualifications

• High school diploma or equivalent required.
• Associate's or Bachelor's degree preferred in Healthcare, Business, Management, Psychology, or related fields.
• Minimum of two years in a BPO/Call center environment, healthcare or other regulated industries preferred.
• Minimum of one year supervisory or Team Lead experience in a contact center preferred.
• Experience leading teams supporting healthcare or Medicare-related accounts is highly preferred.
• Experience with performance metrics, quality monitoring, coaching, and employee development.

Responsibilities

• Lead, coach, and develop a team of Member Services Advocates to achieve KPIs, quality standards, productivity goals, and SLAs.
• Conduct regular coaching, performance reviews, and feedback discussions to improve performance.
• Monitor daily operations, staffing, attendance, and workload distribution to meet objectives.
• Review member interactions for adherence to quality standards, scripts, and procedures.
• Support agents in resolving complex concerns, escalations, and regulatory requirements.
• Reinforce knowledge of Medicare programs, benefits, and engagement workflows via coaching.
• Analyze team performance metrics to identify trends and improvement opportunities.
• Collaborate with QA, Training, WFM, Operations, and client partners to implement improvements.
• Ensure accurate documentation of interactions and regulatory compliance.
• Participate in client meetings, calibration sessions, and operational reviews.
• Assist with onboarding, training support, nesting, and continuous development of new members.
• Foster a positive, collaborative, high-performance culture focused on accountability and satisfaction.

Skills

Team leadership

Coaching

Communication skills

Analytical skills

Problem solving

Multitasking

Windows & MS Office

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

CRM systems

Workforce management systems

Excel

MS Office suite (Word, Outlook, Teams)

Job description

Team Leader | Orlando, Florida, US | Onsite

About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview

The Team Leader is responsible for leading and developing a team of Member Services Advocates to deliver exceptional member experiences while meeting operational, quality, compliance, and performance objectives. This role provides day-time coaching, performance management, and support to ensure team members effectively educate and assist members, maintain regulatory compliance, and achieve service excellence. The Team Leader also partners with internal stakeholders and clients to drive continuous improvement and operational success.

Specific Responsibilities

• Lead, coach, and develop a team of Member Services Advocates to achieve key performance indicators (KPIs), quality standards, productivity goals, and service level expectations.
• Conduct regular coaching sessions, performance reviews, and feedback discussions to improve individual and team performance.
• Monitor daily operations, staffing, attendance, schedule adherence, and workload distribution to ensure service objectives are consistently met.
• Review member interactions to ensure adherence to quality standards, compliance requirements, approved scripts, and operational procedures.
• Support agents in resolving complex member concerns, escalations, and sensitive situations while ensuring timely and appropriate resolution.
• Reinforce knowledge of Medicare programs, member benefits, campaign requirements, and engagement workflows through ongoing coaching and knowledge sharing.
• Analyze team performance metrics and identify trends, opportunities, and action plans to improve operational results.
• Collaborate with Quality Assurance, Training, Workforce Management, Operations, and Client partners to implement process improvements and support business initiatives.
• Ensure accurate documentation of member interactions and compliance with all regulatory, client, and company requirements.
• Participate in client meetings, calibration sessions, and operational reviews as required.
• Assist with onboarding, training support, nesting, and continuous development of new team members.
• Foster a positive, collaborative, and high-performance team culture focused on accountability, engagement, and member satisfaction.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Associate's or Bachelor's degree preferred, particularly in Healthcare, Business Administration, Management, Psychology, or related fields.
• Minimum of two (2) years of experience in a BPO/Call center environment, preferably within healthcare, insurance, Medicare, financial services, government programs, or other regulated industries.
• Minimum of one (1) year of supervisory, Team Lead, or people leadership experience in a contact center environment preferred.
• Experience leading teams supporting healthcare or Medicare-related accounts is highly preferred.
• Experience working with performance metrics, quality monitoring, coaching, and employee development.
• Proficient in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Experience using CRM, contact center, quality monitoring, and workforce management systems.
• Comfortable navigating multiple systems simultaneously in a Windows-based environment.
• Ability to interpret reports and dashboards to support operational decision-making.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, and employee development skills with the ability to motivate and inspire high-performing teams.
• Excellent interpersonal, verbal, and written communication skills.
• Strong analytical and problem-solving abilities with experience interpreting operational metrics and performance data.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Knowledge of contact center operations, workforce management concepts, and service level expectations.
• Ability to coach agents on empathy, active listening, de-escalation, and consultative customer service techniques.
• Strong understanding of quality assurance processes and compliance requirements within regulated industries.
• Demonstrated ability to manage performance through coaching, corrective action, and recognition.
• Ability to exercise sound judgment, maintain confidentiality, and make timely decisions.
• Highly organized with strong attention to detail.
• Adaptable to changing priorities, business needs, and operational requirements.
• Ability to build positive working relationships with cross-functional teams, leadership, and client stakeholders.