Team Lead – Contact Center (Onsite)

Job Title: Team Lead – Contact Center (Onsite)
Location: South Charleston, WV
Pay Rate: $20/hr (W2) 
Shift: between 8:00 AM – 8:00 PM EST Monday- Friday

We are looking for an experienced Contact Center Team Lead to oversee daily operations, manage agent performance, and ensure compliance and service excellence. The ideal candidate will bring strong leadership, coaching, and operational management skills within a call center environment.

• Lead, coach, and monitor a team of contact center agents handling inbound/outbound calls, emails, and chats
• Conduct regular one-on-one coaching sessions, performance reviews, and corrective actions as required
• Support agent development on products, underwriting basics, claims processes, and customer handling
• Drive team engagement, morale, retention, and succession planning
• Set clear expectations around KPIs, behavior, and compliance standards
• Conduct performance calibrations, coaching reviews, and talent development planning

• Ensure adherence to regulatory requirements, including HIPAA, PCI, and data privacy standards (as applicable)
• Reinforce compliance with scripts, disclosures, call flows, and documentation standards
• Escalate compliance, regulatory, or risk-related concerns promptly
• Partner with Compliance and QA teams to address audit findings and mitigate risks

• Ensure accurate communication regarding policies, coverage, billing, endorsements, and claims
• Work with QA teams to improve call quality, documentation, and compliance scores
• Drive First Call Resolution (FCR) while maintaining accuracy
• Effectively manage escalations and complex customer scenarios

• Own delivery against SLAs, including Service Level, Quality, CSAT, Accuracy, and Productivity
• Ensure schedule adherence, attendance, and workforce productivity
• Monitor KPIs such as AHT, CSAT, Conversion, Quality, and Compliance
• Support workload balancing during peak periods (e.g., renewals, open enrollment, catastrophe events)
• Collaborate with Workforce Management for staffing and capacity planning
• Manage operational readiness and performance during high-volume periods
• Handle escalations, exception cases, and complex customer or carrier issues

• Prepare and maintain daily, weekly, and monthly performance and compliance reports
• Analyze trends and communicate risks and action plans to leadership
• Participate in audits, internal reviews, and client/carrier meetings
• Support Quarterly Business Reviews (QBRs) and operational reviews

• High School Diploma or equivalent (Bachelor’s preferred)
• Prior experience in a contact center leadership/Team Lead role
• Strong knowledge of call center KPIs and operational metrics
• Excellent communication and coaching skills
• Ability to manage multiple priorities in a fast-paced environment