{"id":1260993,"url":"https://alion.io/job/hcltech-team-lead-voice","title":"Team Lead-Voice","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false}],"status":"live","first_seen_at":"2026-09-25T20:32:46Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-01T06:19:46Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Summary\nSuperCare 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.\nKey Responsibilities\nLead and manage the team, ensuring adequate coverage and operational continuity during peak and off-peak hours.\nMonitor team performance, productivity (AHT, NPS, CSATs), quality, and adherence to established SLAs workflows, SOPs, and patient safety and HIPAA protocols.\nProvide coaching, mentoring, and real-time support to team members for handling escalations, emergency situations, and complex customer interactions.\nAct as the primary point of contact between the team, branch managers, customer service supervisors on shore, and operational leadership.\nReview and drive resolution of critical patient concerns, hospital discharge requests, equipment service issues, and urgent escalations.\nEnsure accurate documentation, compliance with operational guidelines, timely escalation management, and achievement of service level expectations.\nPrepare operational reports, analyze trends, identify process improvement opportunities, and support stakeholder communication.\nSkill Requirements\nStrong leadership and people management skills.\nExcellent verbal and 45 WPM communication skills.\nStrong customer service, stakeholder management, and conflict resolution abilities. \nProven coaching, performance management, and team development skills.\nExceptional problem-solving, decision-making, and analytical capabilities.\nAbility to manage multiple priorities in a fast-paced, high-pressure environment.\nStrong reporting, documentation, and operational management skills.\nOther Requirements\nnull","description_format":"text","description_chars":2116,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-09-25T20:32:46Z"}],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.852,"p_room":1,"age_days":5,"expected_fill_days":20,"reasons":["conf:10","velocity","win:early","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-team-lead-voice","json_url":"https://alion.io/job/hcltech-team-lead-voice.json","meta":{"generated_at":"2026-10-01T10:44:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1928,"day_limit":5000,"remaining_today":3072,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}