Call Center Team Lead

Skills:

Lead, mentor, and coach Insurance Verification

Experience:

5-8 Years

Location:

Augusta, GA

We at Coforge are hiring for Call Center Team Lead with the following skills:

• Lead, mentor, and coach Insurance Verification Specialists to achieve performance goals and maintain high-quality work output.
• Oversee daily workflows and actively manage call queues, reallocating resources during peak volumes or staffing shortages.
• Assist team members with escalated calls, providing support and ensuring timely issue resolution.
• Monitor team adherence to procedures, productivity expectations, and service-level requirements.
• Previous experience in insurance verification, customer service, or call center operations.
• Prior leadership or team lead experience strongly preferred.
• Excellent communication, coaching, and problem-solving skills.
• Strong decision-making abilities with experience guiding teams through change.
• Ability to handle escalations and manage multiple call queues effectively.
• Proficiency in insurance verification systems, portals, and general call center tools.
• Maintain professional working relationships with internal departments, agents, carriers, and lender clients.
• Participate in client meetings or operational discussions to support business needs.
• Assist leadership in preparing reports, tracking KPIs, and presenting performance updates.