Call Center Team Lead

About Company:

Live Life Healthy (LLH) saw what was happening in industries like hospitality, staffing, and home healthcare. Part-time and temporary workers were left behind. Employers wanted to help but couldn’t afford traditional benefits for everyone. And rising costs were making things worse for everyone.

LLH Healthcare was built to solve both sides of the problem and provide basic healthcare to the under insured. We created a compliant, zero out-of-pocket solution that serves the whole workforce and strengthens the bottom line.

LLH Healthcare is dedicated to providing high-quality, client-focused benefit solutions that improve organizational outcomes and employee well-being. We foster a culture of innovation, collaboration, and integrity and seek team members who share our commitment to excellence.

About the Role:

The Call Center Team Leader plays a pivotal role in managing and motivating a team of call center agents to achieve high performance and deliver exceptional customer service. This position is responsible for overseeing daily operations within a high-volume call center environment, ensuring that both inbound and outbound calls are handled efficiently and professionally. The Team Leader will drive the team to meet and exceed key performance indicators related to customer satisfaction, call quality, and loan processing accuracy. They will also serve as a critical communication link between management and frontline staff, facilitating training, coaching, and performance feedback. Ultimately, the role aims to enhance overall team productivity while maintaining a positive and supportive work environment that aligns with company goals and customer expectations.

Minimum Qualifications:

• Proven experience in a call center environment with a focus on both inbound and outbound calling.
• Demonstrated leadership or supervisory experience managing a team in a high-volume call center.
• Strong knowledge of loan processing procedures and customer service best practices.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

Preferred Qualifications:

• Experience specifically in inbound and outbound call center operations.
• Familiarity with call center software and CRM systems.
• Background in financial services or loan processing industries.
• Certification or training in team leadership or customer service management.
• Proven track record of improving team performance and customer satisfaction scores.

Responsibilities:

• Supervise and support a team of call center agents handling both inbound and outbound calls in a high-volume environment.
• Monitor daily call center operations to ensure compliance with company policies and quality standards, particularly in loan processing and customer service.
• Provide ongoing coaching, training, and performance evaluations to improve agent skills and productivity.
• Analyze call metrics and team performance data to identify areas for improvement and implement corrective actions.
• Collaborate with management to develop strategies that enhance customer experience and operational efficiency.

Skills:

The required skills such as outbound calling, managing inbound and outbound calls, and operating within a high-volume call center are essential for daily oversight and ensuring smooth call flow. Expertise in loan processing and phone customer service enables the Team Leader to provide accurate guidance and support to agents handling sensitive financial information. Customer service skills are critical for resolving escalated issues and maintaining a positive customer experience. The ability to lead and motivate a team in an outbound call center environment helps drive performance and meet organizational goals. Preferred skills like familiarity with CRM systems and leadership certifications further enhance the Team Leader's capability to implement effective coaching strategies and optimize operational efficiency.