What are the responsibilities and job description for the Beneficiary Support Center (BSC) Team Leader position at International SOS?
Overall Purpose of the Role
At International SOS we work to protect global workforces from health and security threats. We make a meaningful impact every day by safeguarding people and saving lives worldwide, 24/7.
Join Our Mission-Driven Team!
Are you a dynamic leader passionate about delivering exceptional customer service? Do you thrive in a fast-paced, call center environment where you can make a real impact? International SOS Government Services is looking for a Beneficiary Support Center (BSC) Team Leader to guide and develop our frontline staff, ensuring a seamless experience for TRICARE Overseas Program (TOP) beneficiaries and providers worldwide.
About the Role:
As the BSC Team Leader, you will oversee the daily operations of a team handling inbound calls and case management, ensuring service excellence and compliance with performance standards. You’ll play a crucial role in coaching, mentoring, and supporting your team to drive a customer-centric culture.
Key Responsibilities
- Supervise and allocate team resources to meet service standards and KPIs.
- Lead, coach, and develop customer service staff to enhance performance and engagement.
- Monitor quality and provide feedback on calls and case handling.
- Act as the first point of escalation for complex issues.
- Drive continuous improvement initiatives and problem-solving strategies.
- Maintain compliance with HIPAA/PII regulations.
- Collaborate with leadership to optimize service delivery.
What we're looking for:
- Experience in Call Center Operations – Background in customer service, healthcare, or related industries preferred.
- Strong Leadership & Coaching Skills – Ability to motivate and develop a high-performing team.
- Customer-Centric Mindset – Passion for delivering excellent service and ensuring beneficiary satisfaction.
- Problem-Solving & Decision-Making – Ability to analyze challenges and implement effective solutions.
- Tech-Savvy – Familiarity with CRM systems (SAP/Salesforce experience a plus).
- Education: College degree preferred (International Business, Business Management, or related fields).
- Security Clearance Eligibility: Must obtain and maintain the appropriate tiered investigation access for a position of trust (facilitated by International SOS).
Why join International SOS?
- Global Impact – Support military families and providers worldwide.
- Career Growth – Develop your leadership skills and advance in a mission-driven organization.
- Collaborative Culture – Work in a supportive and diverse environment.
Be part of a team that makes a difference! Apply today to become a Beneficiary Support Center Team Leader at International SOS.
International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
