What are the responsibilities and job description for the Call Center Team Lead position at Coforge?
Job Title: Call Center Team Lead
Skills: Lead, mentor, and coach Insurance Verification, Call Center
Experience: 5-8 Years
Location: Augusta, GA
Job Type: Fulltime
We at Coforge are hiring for Call Center Team Lead with the following skills:
- Insurance Tracking is responsible for guiding a team of Insurance Verification Specialists to ensure accurate, timely, and efficient processing of insurance documents.
- This role oversees daily operational workflows, supports call queue management, and maintains strong client and internal relationships.
- The ideal candidate demonstrates excellent leadership, communication, and problem-solving skills, with the ability to thrive in a fast-paced, service driven environment.
Key Responsibilities:
- Leadership & Team Management.
- Lead, mentor, and coach Insurance Verification Specialists to meet performance goals and maintain high-quality work output.
- Provide side-by-side coaching, performance feedback, and ongoing development to support employee growth.
- Assist team members with escalated calls, offering guidance and ensuring timely and accurate resolution.
- Support a positive team culture that emphasizes accountability, professionalism, and teamwork.
- Oversee daily workflows and actively manage call queues to ensure service-level requirements are met.
- Reallocate resources strategically during peak call volumes, backlog situations, or staffing shortages.
- Make call queues by taking calls when call volumes are backed up or when additional coverage is required.
- Monitor team adherence to standard operating procedures, productivity expectations, and quality standards.
- Assist leadership in preparing reports, tracking key performance indicators (KPIs), and presenting performance updates.
- Maintain professional working relationships with internal departments, agents, carriers, and lender clients.
- Participate in client meetings, calibration sessions, or operational discussions to support business needs and ensure alignment.
- Communicate updates, process changes, and operational impacts to leadership and partners as needed. Systems, Tools & Administrative Support.
- Ensure team proficiency with insurance verification systems, online portals, and call center tools.
- Utilize Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
- To track productivity, create reports, and communicate effectively.
- Support process improvements and contribute to operational enhancements that drive efficiency and accuracy.
- Previous experience in insurance verification.