BSC Team Lead

Overall purpose of the role

International SOS Government Services is seeking an experienced Team Leader to join our Beneficiary Support Center (BSC) in San Antonio! This is a fantastic opportunity for a service-driven, people-focused leader ready to make a direct impact supporting TRICARE beneficiaries and providers worldwide.

As a BSC Team Leader, you’ll be responsible for leading a team of front-line customer service staff in a high-volume, dynamic call center environment. You’ll oversee day-to-day team operations, coach and develop staff, and ensure the highest standards of service delivery for beneficiaries and providers around the globe.

Schedule Requirements: Open availability is essential

• Monday–Friday: you could be scheduled anytime between 6:00 AM – 11:00 PM ET (5x9 hour shifts a week)
• Weekends: 8:00 AM – 5:00 PM ET
  Schedules are based on business needs (5x9-hour shifts per week).

Key Responsibilities

• Lead, coach, and mentor the BSC teams
• Manage work allocation to meet KPIs and service level standards
• Deliver quality monitoring and feedback to support staff performance
• Act as first escalation point for complex inquiries
• Support daily operational reporting and on-call coverage as needed
• Drive a collaborative, customer-focused team culture
• Assist with administrative and recruitment tasks for the team

What we are looking for

• Experience leading teams in a call center or customer service environment
• Familiarity with CRM systems (Salesforce or SAP a plus)
• Strong communication, coaching, and problem-solving skills
• Prior experience in healthcare, insurance, or TRICARE support is preferred
• Ability to work flexible shifts (including early mornings, late evenings, and weekends)
• US Citizen able to obtain and maintain a Tier 1 security clearance (International SOS will facilitate)

Why join us?

At International SOS Government Services, you’ll be part of a mission-driven organization supporting our US Veterans making a real difference.

Internal and external candidates are welcome to apply!

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.