Team Lead

Strategic Staffing Solutions's customer, one of the largest US health insurance service providers, is looking for a Team Lead to join their team in Kaunas.

The team handles health insurance membership and claims, medical coding, claims support, and related operations for US customers. In this role, you will lead a team of Operations Specialists, oversee daily activities and performance, and work closely with the customer and other management teams to ensure smooth operations and high service standards.

What you will do

• Lead and manage a team of Operations Specialists, setting clear goals and monitoring individual and team performance.

• Coach, motivate, and develop team members through regular feedback and performance reviews.

• Plan resources, manage workloads, and ensure adequate team coverage.

• Monitor KPIs, SLAs, quality standards, and customer service targets, taking action when improvements are needed.

• Take part in recruitment, onboarding, and training of new team members.

• Identify and implement process improvements to make daily operations more efficient.

• Act as the main point of contact for the customer on operational matters, maintaining strong working relationships.

• Prepare and present regular performance reports to management and the customer.

• Ensure compliance with company policies, internal procedures, and applicable labor laws.
  
  

What you will need

• 2+ years of experience in a Team Lead role, preferably within a call center environment. BPO or outsourcing experience is an advantage.
  
  
• Willingness to work US business hours, from 3:00 PM to 12:00 AM Lithuanian time.

• Strong people management skills and experience coaching, motivating, and developing teams.

• Experience monitoring KPIs, SLAs, and team performance.

• Strong communication skills and the ability to maintain effective relationships with customers and internal stakeholders.

• Good analytical, organizational, and problem-solving skills.

• A proactive approach, a strong sense of ownership, and the ability to make decisions independently.

• The ability to manage priorities and respond to unexpected situations in a fast-paced environment.

What you will get

• Gross monthly salary of €3,000-3,400, depending on experience (negotiable).

• Initial 6-month employment contract, with further extension.

• On-site work in Kaunas initially, later moving to a hybrid setup (1-2 office days per week).

• Opportunities for professional growth and further development.

• Direct involvement in customer relationships and operational decision-making.