BSC Team Lead

International SOS

. Lead the day-to-day operations and development of Beneficiary Support Center Customer Service staff .

Posted 11/11/2026full-timeSan Antonio • Texas • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management capabilities in a call center environment, with a focus on customer service excellence, performance management, and adherence to service standards. Proficient in handling complex issues and providing technical expertise while maintaining confidentiality under HIPAA/PII guidelines.

Highest-signal resume keywords

Call Center ManagementTeam LeadershipCustomer Service ExcellencePerformance ManagementHIPAA Compliance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call HandlingClaims ProcessingSAPSalesforceAdministrative WorkMultitaskingPrioritizationCRM UsageCase DirectionTechnical Expertise

Soft Skills

LeadershipCommunicationProblem-SolvingTeamworkCoaching

Industry Keywords

Health InsuranceBeneficiary Support CenterCustomer Service ExecutivesInternational BusinessLiberal Arts

About the role

Key responsibilities & impact

Lead the day-to-day operations and development of Beneficiary Support Center Customer Service staff
Supervise work allocation for calls and case activity to meet contracted timeframes
Coach, support, and develop team members
Lead performance management for direct reports, including productivity and behavior oversight
Ensure service standards, KPIs, procedures, and processes are followed
Provide quality feedback by listening to and reviewing calls and cases
Resolve issues using critical and creative thinking
Brief leadership on team performance issues
Serve as an on-call and on-duty leader as directed
Act as the first escalation point for complex team issues
Participate in and lead ad-hoc projects
Support management in meeting and exceeding objectives
Maintain confidentiality of patient and client information under International SOS and HIPAA/PII guidelines
Provide case direction to Team Leaders and technical expertise on systems issues
Enforce escalation protocols and delegate or escalate concerns
Ensure appropriate recruitment resources maintain service levels
Manage administrative aspects of a team of Customer Service Executives

Requirements

What you’ll need

Worked in a call center environment, including call handling, transfers, inbound and outbound
Understand call and email etiquette
Worked in health insurance, medical, or a related business
Exposure to administrative work such as claims processing, enrollments, and billing
Experience with SAP or Salesforce is a plus
Led and mentored a team of Customer Services Executives
College Graduate preferred
Preferred degree in International Business, Language, Liberal Arts, or Business Management
Ability to obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position
Ability to read, write, and speak English
Ability to work under pressure, multitask, and prioritize effectively
IT literate and conversant with contemporary computer software
Familiarity with CRM usage and managing call center agents
Strong leadership, customer service, communication, problem-solving, and teamwork skills

Benefits

Comp & perks

Occasional domestic and/or international travel may be required
International SOS will facilitate obtaining and maintaining the appropriate level of tiered investigation access for a position of Trust after an offer