{"id":3749346,"url":"https://alion.io/job/vxi-team-leader-3","title":"Team Leader","company":{"id":2353088,"name":"VXI Global Solutions","domain":"vxi.com","url":"https://alion.io/company/vxi-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":37,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Davao City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-08-27T00:00:00Z","employer_posted_date":"2026-08-27","last_verified_at":"2026-11-08T13:33:52Z","board_verified":true,"closed_at":null,"days_open":74,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":74},"description":"It's fun to work in a company where people truly BELIEVE in what they are doing!\nWe're committed to bringing passion and customer focus to the business.\nTeam Leader Job Description- Healthcare Programs\nJob Summary\nThe Team Leader is responsible for overseeing the day-to-day performance, development, and engagement of a team of Healthcare BPO Agents supporting U.S. healthcare programs. This role ensures achievement of operational, quality, compliance, customer experience, and productivity goals while providing leadership, coaching, and performance management support to frontline staff.\nThe Team Leader serves as the primary point of contact for team-related operational activities and acts as a liaison between agents, SMEs, Quality, Training, Workforce Management, and Operations Leadership. The position is responsible for driving employee performance, ensuring regulatory compliance, and supporting successful delivery of healthcare services across Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, and Grievance & Appeals programs.\nThe ideal candidate possesses strong healthcare operations knowledge, leadership capabilities, coaching experience, and a commitment to delivering exceptional customer service in a highly regulated healthcare environment.\nKey Responsibilities\nTeam Leadership & People Management\nLead, supervise, and support a team of Healthcare BPO Agents to achieve operational and client objectives.\n\nProvide daily direction, guidance, and performance support to team members.\n\nConduct regular one-on-one meetings, team huddles, coaching sessions, and performance reviews.\n\nFoster a positive, inclusive, and high-performance work environment.\n\nMonitor employee engagement, morale, attendance, and adherence to company policies.\n\nRecognize and reward strong performance while addressing performance concerns appropriately.\n\nSupport employee development, career growth, and succession planning initiatives.\n\nPerformance Management & Coaching\nMonitor team performance against established Key Performance Indicators (KPIs).\n\nAnalyze performance trends and identify opportunities for improvement.\n\nDeliver coaching and development plans focused on quality, productivity, compliance, customer satisfaction, and attendance.\n\nConduct call reviews, side-by-side coaching, and performance evaluations.\n\nCollaborate with SMEs, Quality Assurance, and Training teams to improve agent effectiveness.\n\nEnsure agents receive timely feedback and support to meet performance expectations.\n\nOperational Management\nManage daily workflow and operational activities to ensure service-level commitments are achieved.\n\nMonitor staffing levels, schedule adherence, and productivity throughout the day.\n\nCoordinate with Workforce Management to address staffing requirements and operational needs.\n\nSupport real-time management of queues, service levels, and workload distribution.\n\nEscalate operational concerns and risks to leadership as appropriate.\n\nAssist with implementation of process updates, system changes, and operational initiatives.\n\nCustomer Experience & Escalation Support\nSupport agents in resolving complex member, provider, and customer inquiries.\n\nManage customer escalations and ensure timely, professional resolution.\n\nPromote a customer-first culture focused on service excellence and issue resolution.\n\nMonitor customer satisfaction trends and implement corrective actions as needed.\n\nPartner with SMEs and Operations Leadership to address recurring customer concerns.\n\nEnsure positive customer experiences while maintaining compliance standards.\n\nQuality & Compliance Management\nEnsure adherence to HIPAA Privacy and Security regulations.\n\nPromote compliance with CMS guidelines, Fraud, Waste & Abuse (FWA) requirements, and client-specific standards.\n\nMonitor quality scores and implement action plans to improve team performance.\n\nSupport audit readiness and compliance initiatives.\n\nReinforce operational policies, procedures, and regulatory requirements.\n\nIdentify compliance risks and escalate concerns through appropriate channels.\n\nReporting & Performance Analysis\nReview and analyze team performance reports, dashboards, and scorecards.\n\nTrack key metrics including productivity, quality, customer satisfaction, attendance, and compliance.\n\nPrepare operational updates and performance summaries for leadership.\n\nIdentify trends, risks, and opportunities for continuous improvement.\n\nSupport business reviews and operational performance discussions.\n\nTraining & Employee Development\nSupport onboarding, nesting, and transition activities for new hires.\n\nPartner with Training teams to ensure successful knowledge transfer and skill development.\n\nReinforce training content and operational best practices.\n\nIdentify knowledge gaps and recommend refresher training opportunities.\n\nPromote continuous learning and professional development within the team.\n\nContinuous Improvement & Process Excellence\nParticipate in process improvement initiatives and operational projects.\n\nIdentify opportunities to improve efficiency, quality, and customer experience.\n\nCollaborate with cross-functional teams to implement operational enhancements.\n\nSupport change management activities and new program implementations.\n\nDrive accountability and continuous improvement within the team.\n\nAdditional Responsibilities\nSupport Annual Enrollment Period (AEP), Open Enrollment, and other healthcare business initiatives.\n\nAct as a backup resource for Operations Managers when required.\n\nParticipate in client meetings, calibration sessions, and operational reviews as needed.\n\nAssist with special projects and business initiatives.\n\nPerform other duties as assigned by leadership.\n\nRequired Qualifications\nExperience\nMinimum 3 years of experience in a healthcare contact center, healthcare BPO, managed care, health insurance, or healthcare services environment.\n\nMinimum 1 year of leadership, supervisory, coaching, SME, or senior agent experience.\n\nExperience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, Claims, Enrollment, Member Services, or Grievance & Appeals programs.\n\nExperience managing performance metrics and employee development activities.\n\nExperience handling customer escalations and operational issue resolution.\n\nKnowledge\nStrong understanding of U.S. healthcare industry concepts, regulations, and contact center operations.\nWorking knowledge of:\nHIPAA Privacy and Security Regulations\n\nCMS Guidelines\n\nFraud, Waste & Abuse (FWA)\n\nHealthcare Compliance Requirements\n\nHealth Insurance Products and Member Services\n\nGrievance and Appeals Processes\n\nContact Center Performance Metrics\n\nQuality Assurance and Customer Experience Standards\n\nUnderstanding of workforce management principles, performance coaching methodologies, and healthcare operational processes.\nSkills\nStrong leadership, coaching, and mentoring capabilities.\n\nExcellent verbal and written communication skills.\n\nStrong analytical and problem-solving abilities.\n\nEffective conflict resolution and employee relations skills.\n\nAbility to manage multiple priorities in a fast-paced environment.\n\nStrong organizational and time-management skills.\n\nProficiency with Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).\n\nExperience using CRM systems, workforce management tools, and operational reporting platforms.\n\nAbility to motivate teams and drive performance improvement.\n\nPreferred Qualifications\nExperience leading remote, hybrid, or multi-skilled teams.\n\nExperience working with quality management, workforce management, or training functions.\n\nLeadership, Coaching, Healthcare Compliance, or Customer Experience certifications preferred.\n\nPerformance Requirements\nConsistently demonstrate leadership, professionalism, accountability, and integrity.\n\nMaintain compliance with all company, client, HIPAA, CMS, FWA, and regulatory requirements.\n\nMeet or exceed established team performance goals related to quality, productivity, attendance, customer satisfaction, and compliance.\n\nDemonstrate the ability to coach, motivate, and develop high-performing teams.\n\nFoster a positive and collaborative team environment.\n\nSupport operational excellence through effective people management and performance leadership.\n\nDrive continuous improvement initiatives that enhance customer experience and business results.\n\nProtect confidential healthcare, client, employee, and company information at all times.\n\nIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!","description_format":"text","description_chars":8645,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Health insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-04T14:35:36Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long 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