Team Leader

Team Leader

The Team Leader is responsible for leading and developing a team of Member Services Advocates to deliver exceptional member experiences while meeting operational, quality, compliance, and performance objectives. This role provides day-to-day coaching, performance management, and support to ensure team members effectively educate and assist members, maintain regulatory compliance, and achieve service excellence. The Team Leader also partners with internal stakeholders and clients to drive continuous improvement and operational success.

Specific Responsibilities:

• Lead, coach, and develop a team of Member Services Advocates to achieve key performance indicators (KPIs), quality standards, productivity goals, and service level expectations.
• Conduct regular coaching sessions, performance reviews, and feedback discussions to improve individual and team performance.
• Monitor daily operations, staffing, attendance, schedule adherence, and workload distribution to ensure service objectives are consistently met.
• Review member interactions to ensure adherence to quality standards, compliance requirements, approved scripts, and operational procedures.
• Support agents in resolving complex member concerns, escalations, and sensitive situations while ensuring timely and appropriate resolution.
• Reinforce knowledge of Medicare programs, member benefits, campaign requirements, and engagement workflows through ongoing coaching and knowledge sharing.
• Analyze team performance metrics and identify trends, opportunities, and action plans to improve operational results.
• Collaborate with Quality Assurance, Training, Workforce Management, Operations, and Client partners to implement process improvements and support business initiatives.
• Ensure accurate documentation of member interactions and compliance with all regulatory, client, and company requirements.
• Participate in client meetings, calibration sessions, and operational reviews as required.
• Assist with onboarding, training support, nesting, and continuous development of new team members.
• Foster a positive, collaborative, and high-performance team culture focused on accountability, engagement, and member satisfaction.
• Perform other duties as assigned.

Qualifications:

• High school diploma or equivalent required.
• Associate's or Bachelor's degree preferred, particularly in Healthcare, Business Administration, Management, Psychology, or related fields.
• Minimum of two (2) years of experience in a BPO/Call center environment, preferably within healthcare, insurance, Medicare, financial services, government programs, or other regulated industries.
• Minimum of one (1) year of supervisory, Team Lead, or people leadership experience in a contact center environment preferred.
• Experience leading teams supporting healthcare or Medicare-related accounts is highly preferred.
• Experience working with performance metrics, quality monitoring, coaching, and employee development.
• Proficient in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Experience using CRM, contact center, quality monitoring, and workforce management systems.
• Comfortable navigating multiple systems simultaneously in a Windows-based environment.
• Ability to interpret reports and dashboards to support operational decision-making.

Knowledge, Skills, and Abilities:

• Strong leadership, coaching, and employee development skills with the ability to motivate and inspire high-performing teams.
• Excellent interpersonal, verbal, and written communication skills.
• Strong analytical and problem-solving abilities with experience interpreting operational metrics and performance data.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Knowledge of contact center operations, workforce management concepts, and service level expectations.
• Ability to coach agents on empathy, active listening, de-escalation, and consultative customer service techniques.
• Strong understanding of quality assurance processes and compliance requirements within regulated industries.
• Demonstrated ability to manage performance through coaching, corrective action, and recognition.
• Ability to exercise sound judgment, maintain confidentiality, and make timely decisions.
• Highly organized with strong attention to detail.
• Adaptable to changing priorities, business needs, and operational requirements.
• Ability to build positive working relationships with cross-functional teams, leadership, and client stakeholders.