Customer Service Team Lead

POSITION: Customer Service Team Leader (Call Center), 6-Month Project

Are you seeking a professional and dynamic work environment that values collaboration and encourages individual growth?

Join our team of talented and passionate individuals who embody a youthful spirit and a commitment to excellence. Apply now and unlock your potential with us

WHO WE ARE:

Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi-lingual customer care services, digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high-performance businesses and create long-term partnership. Our vision is to connect Vietnamese talents to global labor market demands.

WHAT YOU WILL BE DOING:

The Team Lead – Healthcare Account will be responsible for supervising a team of multi-lingual Customer Service Representatives (CSRs) within a healthcare-focused account. The role requires strong leadership capabilities, operational oversight, and a comprehensive understanding of healthcare processes, including claims management and related services. The successful candidate will ensure service excellence, compliance with client requirements, and continuous process improvement. Candidates with healthcare industry experience are preferred; however, individuals with strong leadership skills and proven adaptability will also be considered.

Team Management & Leadership

• Supervise and manage the daily performance of a team of multi-lingual CSRs handling healthcare-related inquiries and claims.
• Ensure adherence to client policies, procedures, and service level agreements (SLAs).
• Act as the first point of escalation for complex issues, providing subject matter expertise on healthcare processes and terminology.
• Develop, implement, and maintain Standard Operating Procedures (SOPs) to ensure consistency and compliance.
• Facilitate regular team meetings, performance reviews, and training sessions to drive employee engagement and knowledge development.
• Monitor key performance indicators (KPIs), quality metrics, and operational reports; provide insights and recommendations for improvement.
• Collaborate with internal departments, clients, and stakeholders to address process gaps and implement corrective actions.
• Prepare and present reports on team performance, productivity, and quality compliance to management.
• Promote a professional, collaborative, and results-driven team environment.

WHAT WE ARE LOOKING FOR:

Qualifications

• Bachelor's degree in healthcare, business administration, management, or a related field (preferred).
• Prior experience in healthcare operations, customer service, or claims processing (highly desirable).
• Strong understanding of healthcare terminologies and claims-related processes is an advantage.
• Minimum of 2–4 years of experience in a supervisory, team lead, or leadership capacity.
• Demonstrated ability to create and implement SOPs, reports, and structured workflows.
• Exceptional communication, organizational, and problem-solving skills.
• Ability to adapt quickly to new processes, systems, and technologies.
• Multilingual proficiency is an asset.

Work Behaviors & Competencies

• Strong leadership and coaching skills, with the ability to inspire and motivate teams.
• Ability to adapt quickly to changing priorities, client needs, and evolving processes.
• Exceptional problem-solving, analytical, and decision-making abilities.
• High attention to detail, accuracy, and accountability.
• Effective time management with the ability to balance multiple priorities.
• Client-focused mindset with the ability to build strong relationships and manage escalations effectively.
• Ethical, responsible, and committed to continuous learning.

WHAT WE OFFER:
We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:

• Attractive salary (including base salary, night shift allowance, and other allowances such as transportation and phone).
• Other bonus: project completion bonus
• Opportunities to convert to a full-time position after completing the project

WORK LOCATION:
The District Tower, 159C De Tham, Cau Ong Lanh Ward District 1, HCMC

WORKING HOURS:
 10PM – 7AM (Mon – Fri), 5 days/week.

At
Innovature,
we are proud to be
an equal opportunities employer.

We believe in making decisions about our employees' careers based solely on their ability to perform and grow within their roles,
regardless of gender, nationality, ethnic origin, religion or belief, disability, age, sexual orientation, and identity.

We are committed to building a culture where every individual
feels respected and valued.
We strive to create an environment free from discrimination and harassment, where all voices are heard, and everyone has the opportunity to thrive.

Our dedication to fostering
a diverse, equitable, inclusive, and accessible workplace
is central to our mission.