Job Description
We’re Hiring: Team Lead, Customer Success!
Are you a healthcare support leader looking to redefine the industry? We are are looking for a Team Lead to join our remote and Hybrid NYC Metro team.
If you have 2+ years of call center experience AND a passion for coaching high-performing teams, we want to hear from you.
Pay: $60k - $70k Base
Location: Hybrid (NYC Metro) OR Remote (USA - MST/EST Shifts)
The Mission: Join us in redefining healthcare by providing affordable, high-quality, and accessible care and insurance products. You will serve as a pivotal leader, supervising and coaching our Customer Success Agents to deliver exceptional support to members and providers. What You Bring:
- Education: Associate’s degree required (Bachelor’s preferred)
- Leadership Experience: At least 1 year in a supervisory or senior/escalation role.
- Industry Experience: Minimum 1 year of call center experience specifically in health insurance.
- General Experience: 2+ years in a high-volume call center environment (Phone, Email, Text).
- Tech Savvy: Proficiency in CRM tools (Salesforce preferred) and Google Workspace.
How to Apply-
Email your resume along with a quick blurb about why you are interested in and qualified for this role to: natalie.umstead@randstadusa.com
salary: $60,000 - $70,000 per year
shift: First
work hours: 8 AM - 5 PM
education: Associate
Responsibilities
Key Responsibilities - Leadership: Provide real-time coaching, conduct 1:1s, and foster a culture of accountability.
- Performance: Monitor and report on KPIs such as Call Quality, Attendance, and Adherence.
- Escalations: Serve as the primary point of contact for complex customer issues, grievances, and appeals.
- Compliance: Ensure team adherence to HIPAA, NCQA, and HEDIS standards.
- Optimization: Identify ways to improve workflows and service efficiency.
Skills
- Call Center (2 years of experience is required)
- Health Insurance Policies (1 year of experience is required)
- Coaching (1 year of experience is required)
- Performance Management (1 year of experience is required)
- Call Escalations (1 year of experience is required)
- Quality Assurance (1 year of experience is required)
- Compliance (1 year of experience is required)
- Training (1 year of experience is required)
- KPI Reporting (1 year of experience is required)
Qualifications
- Years of experience: 2 years
- Experience level: Experienced
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Job Tags
Permanent employment, Temporary work, Work experience placement, Remote work, Shift work