Team Lead - Overseas Assistance Center

Team Lead - Overseas Assistance Center

BCBS Global Solutions is seeking a Team Lead to balance direct customer support with team coordination. The role supports management in delivering quality and efficient service to members and includes hiring, motivating, recognizing, coaching, training, and problem solving.

• Act as escalation point for team members regarding member issues.
• Assist OAC Management in ensuring timely, efficient, and knowledgeable responses to inquiries.
• Master complex queues, calls, cases, and tasks, including handling escalated calls/requests.
• Coordinate emergency ground or air transportation as recommended by the medical team.
• Follow established protocols in the OAC Procedure Manual and/or SOPs.
• Identify and deliver positive change and efficiencies with the OAC Management team.
• Escalate appropriate issues to senior management.
• Participate in departmental and interdepartmental work groups or projects.
• Support call and email inventory as needed.
• Participate in new hire interviews.
• Motivate, mentor, and coach OAC team members.
• Perform other duties as assigned.

• Bachelor’s degree and/or equivalent experience.
• Excellent verbal and written communication skills.
• Problem‑solving and conflict resolution skills.
• Excellent organizational skills and ability to multi‑task in a fast‑paced service center.
• Ability to manage complex client issues independently on a time‑sensitive basis.
• Demonstrate personal ownership of tasks and follow‑through to results.
• Attend or conduct scheduled team meetings.
• Flexible schedule for holidays or after‑hours; 24/7/365 availability.
• Multi‑lingual skills preferred.
• Minimum internet speed of 75 Mbps.

• Flexible to work in an office and/or remote environment.
• Occasional overtime or out‑of‑hours work necessary.
• Physical demand: communicate via auditory and visual methods.

Competitive base pay starting at $27.04/hr, based on prior/relevant experience and skill level.

Mid‑Senior level

Full‑time

Information Technology

Insurance