Call Center Team Lead

Coforge; South Charleston (WV); On-site; USD 60,000 - 75,000; Full time

Job summary

Coforge in South Charleston, WV is seeking a Call Center Team Lead to manage inbound/outbound calls, emails, and chats, ensuring high-quality customer service and compliance.

The role emphasizes coaching, KPI ownership, and collaboration with QA and Compliance teams; onsite Monday–Friday 8:00 AM–8:00 PM EST.

Qualifications

• Previous leadership experience in contact centers or insurance operations.
• Strong knowledge of customer service, claims servicing, and policy administration.
• Excellent communication, problem-solving, and decision-making skills.

Responsibilities

• Lead, coach, and mentor a team of contact center agents handling calls, emails, and chats.
• Conduct performance reviews, coaching, and corrective actions.
• Train staff on insurance products, underwriting fundamentals, claims processes, and CS best practices.
• Drive employee engagement, morale, retention, and succession planning.
• Ensure adherence to regulatory and data privacy standards; maintain approved scripts and call flows.
• Own performance against Service Level, CSAT, and other KPIs; prepare leadership reports.

Skills

Team leadership

Call center operations

Regulatory compliance

Coaching & performance management

Customer service excellence

Workforce management

KPIs & analytics

Tools

CRM systems

Reporting tools

WFM software

Job description

Location - Onsite (South Charleston, WV)

Shift Timing - Monday to Friday between 8:00 AM to 8:00 PM EST

We at Coforge are urgently seeking a Call center Team lead with below skillset

• Previous experience leading teams in a Contact Center or Insurance Operations environment.
• Strong knowledge of customer service operations, claims servicing, policy administration, and regulatory compliance.
• Proven leadership, coaching, and people management skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in contact center metrics, reporting tools, and workforce management practices.

Key Responsibilities

People & Performance Management

• Lead, coach, and mentor a team of Contact Center agents handling inbound and outbound calls, emails, and chats.
• Conduct regular one-on-one coaching sessions, performance reviews, and corrective action plans as required.
• Support agent development through training on insurance products, underwriting fundamentals, claims processes, and customer service best practices.
• Drive employee engagement, team morale, retention, and succession planning initiatives.
• Establish clear performance expectations and accountability for KPIs, behaviors, and compliance standards.
• Conduct performance calibrations, coaching reviews, and talent development planning.

Contact Center Operations & Compliance

• Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data privacy standards, where applicable.
• Reinforce compliance with approved scripts, disclosures, call flows, documentation, and audit requirements.
• Identify and elevate regulatory, compliance, or operational risks to management in a timely manner.
• Collaborate with Compliance and Quality Assurance teams to address audit findings and implement corrective actions.
• Promote a culture of compliance and continuous improvement across the team.

Quality & Customer Experience

• Ensure accurate and consistent communication regarding policies, coverage, billing, endorsements, and claims.
• Partner with QA teams to improve call quality, documentation accuracy, and compliance performance.
• Drive First Call Resolution (FCR) while maintaining service quality and regulatory compliance.
• Handle customer escalations and complex cases with professionalism and effective resolution.
• Foster a customer‑centric environment focused on delivering outstanding service experiences.

Operational Management

• Own and drive performance against key operational metrics, including Service Level, Quality, Accuracy, CSAT, Productivity, and Compliance.
• Monitor schedule adherence, attendance, and workforce productivity.
• Track and analyze real-time and historical KPIs such as:
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)
• Quality Scores
• Conversion Rates
• Accuracy Metrics
• Compliance Scores
• Support workload management during peak business periods, including renewals, open enrollment, and catastrophe events.
• Partner with Workforce Management (WFM) to optimize staffing, scheduling, and capacity planning.
• Ensure operational readiness by proactively identifying and addressing process, staffing, or performance challenges.
• Prepare and present performance reports, operational insights, and improvement recommendations to leadership.