Beneficiary Support Center (BSC) Team Leader

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Date: Jan 27, 2026

Location: San Antonio, TX, US, 78254

Company: International SOS

Essential Job Duties and Responsibilities:

Responsible for the day-to-day leadership and development of Beneficiary Support Center Customer Service Staff to ensure optimal beneficiary & provider service for both phone and non-phone work driving a consistent customer centric experience.

Front line staff are the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP), responding to inbound calls or contacts from our beneficiaries & providers based around the world, either current or former members of the US military and their families, who want to access medical services

Key Responsibilities

  • Supervises the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted timeframes.
  • Coaching, supporting and developing members of the team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards.
  • Leading the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
  • Responsible for ensuring all service standards / KPI’s are met and ensures the team is following the correct procedures and processes at all times.
  • Provides quality feedback to BSC Front Line Staff to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.
  • Apply critical and creative thinking strategies to find productive solutions to issues
  • Ensures that the Beneficiary Supervisor, Manager and Head of Service Delivery leadership are regularly briefed on performance issues impacting the team.
  • Executes the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Supervisor, Manager or Head of service delivery.
  • Acts as a first point of escalation for complex issues within the team.
  • Participate in ad-hoc projects, taking the lead where appropriate.

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

  • Displays maturity and strong leadership traits, ability to lead teams
  • Familiar with CRM usage and managing call center agents.
  • Takes initiative, demonstrates responsibility.
  • Listens and engages team members, drives a customer focused culture.
  • Customer service orientation and a team player.
  • Proactively identifies and acts on potential problems and / or difficulties.
  • Demonstrates effective problem solving skills and lateral thinking.
  • Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
  • Ability to listen, write and speak effectively.
  • IT literate and conversant with contemporary computer software.
  • Supports the management team in meeting and exceeding stated objectives.
  • Maintains confidentiality of all patient and/or client information. Both International SOS and
  • HIPAA/PII guidelines and regulations will be followed.
  • Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues.
  • Clearly understands and enforces the appropriate escalation protocol by quickly delegating, directing or escalating any and all concerns.
  • Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
  • Assists with and directly manages the administrative aspects of having a team of BSC Front Line Staff.

Description:

Required Competencies (Critical behaviours necessary to successfully perform the job)

  • Leadership
    • Leads by example and is a role model to others. Helps self and others to focus on what really matters.
    • Uses own influence to guide individuals and groups towards achieving their goals.
    • Delegates appropriately within the team, playing to the strengths of individuals.
  • Customer Focus
    • Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations.
    • Supports and encourages others to deliver superior services across the organization.
    • Provides the tools and information to make this happen
    • Measures and evaluates services levels using a variety of approaches
  • Communication Skills
    • Influences audiences effectively in challenging and/or adversarial situations
    • Simplifies, condenses and communicates ideas and concepts from many sources
    • Keeps people well informed of key issues impacting the business
  • Problem Solving
    • Converts original ideas and creative approaches into practical solutions.
    • Quick and resourceful in mastering facts, information and knowledge to help others solve business problems
    • Motivates others to adopt diverse problem solving techniques and processes
  • Drive for Results
    • Concentrate on value adding business opportunities and focuses employee efforts on them
    • Exercise leadership in making things happen by being directive and action oriented
    • Shows personal accountability and holds others accountable for achieving results
  • Business Focus
    • Understands the business issues impacting the organization and the industry
    • Makes decisions that are fiscally responsible and meet the business goals
    • Is creditable and can facilitate client meetings
  • Teamwork and Collaboration
    • Maintains the focus of the team on their goals, builds a collaborative work ethic
    • Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths
    • Removes roadblocks for others
  • Developing and Coaching
    • Helps others learn how to structure and solve problems related to their work and relationships with others
    • Provides instructions and explains by positive modelling in order to help others develop skills
    • Provide feedback on yearly Performance Appraisal and develops talent appropriately
    • Ability to write and deliver a Staff Training and Development Plan with oversight from the management team

Required Work Experience (Brief description of the job-related experience needed to perform the job)

  • Worked in a call center environment. – Call handling, transfers, inbound and outbound
  • Understand call and email etiquette.
  • Worked in health insurance, medical or any related business.
  • Exposed to administrative work like claims processing, enrollments, billing etc.
  • Experience with SAP or Salesforce is a plus
  • Led and mentored a team of BSC Front Line Staff

Required Qualifications (Brief description of the educational background needed to perform the job)

  • College Graduate Preferred
  • Preferred Degree in: International Business, Language, Liberal Arts, Business Management
  • This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

Required Languages (Brief description of the language skills needed to perform the job)

  • Ability to read, write and speak English
  • Fluency or proficiency in any other language is advantageous but not a requirement

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

  • Occasional domestic and or international travel may be required


Nearest Major Market: San Antonio