**Job Summary** We are seeking a dedicated and experienced Team Lead for our Healthcare Call Center with a strong background in Customer Service and IVR systems. The ideal candidate will have 6 to 8 years of experience and will be responsible for overseeing the night shift operations in a hybrid work model. This role does not require travel. **Responsibilities** + Oversee the daily operations of the healthcare call center during the night shift. + Ensure that all customer service representatives are meeting performance standards. + Provide guidance and support to team members to enhance their skills and performance. + Monitor and analyze call center metrics to identify areas for improvement. + Implement and maintain IVR systems to streamline call center operations. + Address and resolve customer complaints and issues in a timely manner. + Develop and implement training programs for new and existing staff. + Collaborate with other departments to ensure seamless service delivery. + Maintain up-to-date knowledge of healthcare regulations and standards. + Ensure compliance with company policies and procedures. + Conduct regular performance reviews and provide constructive feedback. + Lead team meetings to discuss performance updates and any issues. + Foster a positive and productive work environment. **Qualifications** + Possess a minimum of 6 years of experience in a healthcare call center. + Have strong technical skills in customer service and IVR systems. + Demonstrate excellent communication and interpersonal skills. + Show proficiency in analyzing call center metrics and data. + Exhibit strong problem-solving and conflict resolution abilities. + Have experience in training and mentoring staff. + Be knowledgeable about healthcare regulations and standards. + Display the ability to work effectively in a hybrid work model. + Be capable of working night shifts consistently. + Show a commitment to providing high-quality customer service. + Demonstrate strong organizational and time management skills. + Be able to work collaboratively with other departments. + Maintain a positive attitude and foster team spirit. **Certifications Required** Certified Call Center Manager (CCCM) Certified Customer Service Professional (CCSP) Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.