BSC Team Lead

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.

The Beneficiary Support Center (BSC) Team Leader is responsible for the day-to-day leadership and development of Beneficiary Support Center Customer Service staff to ensure optimal beneficiary & provider service for both phone and non-phone work driving a consistent customer centric experience. Front line staff are the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP), responding to inbound calls or contacts from our beneficiaries & providers based around the world, either current or former members of the US military and their families, who want to access medical services.

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 th...

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