Insurance Contact Center Lead - Compliance, Coaching & CX

Coforge; Augusta (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading insurance services provider in Georgia seeks a Team Lead to manage a team of agents in delivering exceptional service. Responsibilities include ensuring regulatory compliance, driving performance targets, and coaching team members. Candidates should have 2+ years in insurance call center roles and strong leadership skills. The role demands high operational standards and the ability to handle complex customer cases effectively. This position offers a dynamic work environment focused on engagement and continuous improvement.

Qualifications

• Must have experience leading a call center team in insurance.
• Strong understanding of various insurance products is necessary.
• Proven track record in managing performance in a regulated environment is essential.

Responsibilities

• Lead and coach a team of insurance agents handling customer inquiries.
• Ensure compliance with insurance regulations and operational efficiency.
• Monitor KPIs to drive performance and customer satisfaction.

Skills

Team management

Insurance product knowledge

Communication skills

Analytical skills

Conflict resolution skills

Education

2+ years in insurance call center environment

Prior experience as Team Lead

Tools

WFM platforms (e.g., Five9, Genesys, NICE)

CRM platforms

Job description

A leading insurance services provider in Georgia seeks a Team Lead to manage a team of agents in delivering exceptional service. Responsibilities include ensuring regulatory compliance, driving performance targets, and coaching team members. Candidates should have 2+ years in insurance call center roles and strong leadership skills. The role demands high operational standards and the ability to handle complex customer cases effectively. This position offers a dynamic work environment focused on engagement and continuous improvement.