What are the responsibilities and job description for the Call Center Team Lead position at Professional Management Enterprises?
Description
The Call Center Team Lead supports the daily operations of the WellTrans NEMT Call Center by providing direct oversight, guidance, and real-time support to call center agents. This position ensures service quality, monitors performance standards, and acts as the first line of leadership for operational issues, member concerns, and workflow challenges. The Team Lead assists with escalations, supports training needs, strengthens agent performance, and collaborates with management to uphold member satisfaction, compliance, and operational efficiency. This role requires strong leadership skills, a solid understanding of NEMT processes, and the ability to balance hands-on support with administrative duties.
Requirements
Supervisory & Leadership Duties
- Provide daily leadership and support to Member Advocates (Call Counselors), ensuring calls are handled with professionalism and accuracy.
- Monitor call performance, Quality Assurance metrics, and ticket activity to ensure service levels and standards are met.
- Serve as the first point of contact for agent questions, real-time assistance, and workflow clarification.
- Assist with resolving member concerns that require team lead support before escalating to management.
- Deliver ongoing coaching, side-by-side support, and feedback to agents to improve service skills and adherence to SOPs.
- Conduct routine one-on-one check-ins, quality reviews, and performance discussions with assigned team members.
- Support Workforce Management regarding break schedules, coverage needs, and real-time adjustments based on call volume.
- Ensure proper use of scripts, templates, documentation standards, and escalation protocols.
Operational & Administrative Duties
- Support daily review of call quality, queue health, and operational updates.
- Assist with the review and approval of WMRs, schedule adjustments, and attendance-related updates.
- Track minor technical issues and workflow challenges; elevate trends to supervisors or management.
- Help onboard and train new agents during nesting phases and provide reinforcement training as needed.
- Maintain accurate reporting and communication across shifts to support continuity of operations.
- Participate in team meetings and contribute to process improvement initiatives.
Plan-Specific Knowledge
- Maintain working knowledge of SOPs for WellTrans partners.