Call Center Team Lead

Location - Onsite (South Charleston, WV) Shift Timing - Monday to Friday between 8:00 AM to 8:00 PM EST We at Coforge are urgently seeking a Call center Team lead with below skillset Previous experience leading teams in a Contact Center or Insurance Operations environment. Strong knowledge of customer service operations, claims servicing, policy administration, and regulatory compliance. Proven leadership, coaching, and people management skills. Excellent communication, problem-solving, and decision-making abilities. Ability to manage multiple priorities in a fast-paced environment. Proficiency in contact center metrics, reporting tools, and workforce management practices. Key Responsibilities People & Performance Management Lead, coach, and mentor a team of Contact Center agents handling inbound and outbound calls, emails, and chats. Conduct regular one-on-one coaching sessions, performance reviews, and corrective action plans as required. Support agent development through training on insurance products, underwriting fundamentals, claims processes, and customer service best practices. Drive employee engagement, team morale, retention, and succession planning initiatives. Establish clear performance expectations and accountability for KPIs, behaviors, and compliance standards. Conduct performance calibrations, coaching reviews, and talent development planning. Contact Center Operations & Compliance Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data privacy standards, where applicable. Reinforce compliance with approved scripts, disclosures, call flows, documentation, and audit requirements. Identify and elevate regulatory, compliance, or operational risks to management in a timely manner. Collaborate with Compliance and Quality Assurance teams to address audit findings and implement corrective actions. Promote a culture of compliance and continuous improvement across the team. Quality & Customer Experience Ensure accurate and consistent communication regarding policies, coverage, billing, endorsements, and claims. Partner with QA teams to improve call quality, documentation accuracy, and compliance performance. Drive First Call Resolution (FCR) while maintaining service quality and regulatory compliance. Handle customer escalations and complex cases with professionalism and effective resolution. Foster a customer‑centric environment focused on delivering outstanding service experiences. Operational Management Own and drive performance against key operational metrics, including Service Level, Quality, Accuracy, CSAT, Productivity, and Compliance. Monitor schedule adherence, attendance, and workforce productivity. Track and analyze real-time and historical KPIs such as: Average Handle Time (AHT) Customer Satisfaction (CSAT) Quality Scores Conversion Rates Accuracy Metrics Compliance Scores Support workload management during peak business periods, including renewals, open enrollment, and catastrophe events. Partner with Workforce Management (WFM) to optimize staffing, scheduling, and capacity planning. Ensure operational readiness by proactively identifying and addressing process, staffing, or performance challenges. Prepare and present performance reports, operational insights, and improvement recommendations to leadership. #J-18808-Ljbffr Coforge