Team Lead, Call Center Coaching & Performance

Independence Blue Cross

Pennsylvania

On-site

USD 60,000 - 80,000

Full time

14 days+

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Job summary

Independence Blue Cross is seeking a supervisor-level professional to monitor agent calls, coach staff, and drive adherence to QA/AHT benchmarks. You will lead performance improvement initiatives, coordinate training, and provide data-driven insights to support workforce management.

The role requires strong communication, project management, and leadership skills, with schedule flexibility to cover peak hours.

Qualifications

Minimum high school diploma or equivalent required.
Two years of college education preferred.
Excellent oral and written communication skills and ability to carry out assignments with minimal guidance.
Mastery of call center customer service practices.
Foundational understanding of IBC family of companies and related regulations.

Responsibilities

Call monitoring of agents and supervisor calls; research and follow-through.
Provide coaching and feedback to improve QA, AHT, and adherence.
Coordinate short training sessions on topics as needed; run listening lounges.
Review RX updates and process changes; support supervisor as needed.
Handle staff questions and act as a higher level contact for unresolved issues.
Identify high performing agents for future opportunities and leadership development.
Prepare data for unit reports and tracking metrics.
Respond to daily WFM chat and take calls as needed.