Team Lead – Insurance Contact Center

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

We at Coforge are looking for a Team Leadwith the following skills.

Role Summary

The Team Lead (TL) is responsible for leading a team of insurance agents handling policy servicing, claims support, customer inquiries, and/or insurance sales. The role ensures strict compliance with insurance regulations, high service quality, operational efficiency, and consistent achievement of performance and customer satisfaction targets.

Key Responsibilities

People & Performance Management

• Lead, coach, and monitor a team of insurance agents handling inbound/outbound calls, emails, and chats
• Conduct regular one‑on‑one coaching, performance reviews, and corrective actions as required
• Support agent skill development on insurance products, underwriting basics, claims processes, and customer handling
• Drive engagement, morale, and succession planning and retention within the team
• Set clear expectations and accountability for KPIs, behavior, and compliance
• Conduct regular performance calibrations, coaching reviews, and talent development planning

Insurance Operations & Compliance

• Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data‑privacy standards (as applicable)
• Oversee and Reinforce compliance with scripts, disclosures, call flows, documentation and audit requirements
• Escalate regulatory, compliance, or risk concerns to management promptly
• Partner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action

Quality & Customer Experience

• Ensure consistent delivery of accurate information related to policies, coverage, billing, endorsements, and claims
• Partner with QA to improve call quality, documentation accuracy, and regulatory compliance scores
• Drive first‑call resolution (FCR) while maintaining accuracy and compliance
• Address customer escalations and complex cases effectively

Operational Management

• Own delivery against SLAs including Service Level, Quality, Accuracy, CSAT, and Productivity
• Ensure schedule adherence, attendance compliance, and productivity management
• Monitor real‑time and historical KPIs including AHT, Quality, CSAT, Conversion, Accuracy, and Compliance
• Partner with Workforce Management to align staffing, schedules, and capacity planning
• Manage operational readiness during peak periods such as renewals, open enrollment, or catastrophe events
• Address escalations, exception cases, and complex customer or carrier issues

Reporting & Stakeholder Communication

• Prepare and maintain daily/weekly/monthly performance and compliance and trend analysis
• Communicate performance trends, risks, and action plans to leadership
• Participate in internal reviews, audits, and client or carrier meetings as required
• Support QBRs, audits, and business reviews with structured insights and action plans
• Manage operating costs, productivity, and margins in alignment with budget and P&L targets
• Identify efficiency opportunities through process optimization, staffing models, and technology enablement
• Monitor shrinkage, overtime, and utilization to ensure cost control
• Drive continuous improvement initiatives to reduce defects, rework, and complaints
• Support implementation of new insurance products, regulatory changes, and client requirements
• Promote a culture of accountability, quality, and customer‑centric service

Key Performance Indicators (KPIs)

• Quality & Compliance Scores
• CSAT / NPS
• Accuracy & Audit Pass Rates
• Productivity / AHT (program dependent)
• Attendance & Schedule Adherence
• Team Attrition & Engagement
• Financial performance vs. budget

Required Qualifications

• 2+ years of experience in an insurance call center environment
• Prior experience as a Team Lead - people management experience
• Strong understanding of insurance products (Life, Health, Auto, Property & Casualty, or Claims)
• Proven experience managing performance in a regulated environment
• Strong communication, analytical, coaching, conflict‑resolution skills, and stakeholder‑management skills

Preferred Qualifications

• Experience managing BPO insurance operations with supporting claims, policy servicing, or insurance sales programs
• Familiarity with WFM, QA, and CRM platforms (e.g., Five9, Genesys, NICE)
• Experience supporting audits, client governance, compliance reviews, or regulatory reporting
• Active or prior insurance license (state‑specific, program dependent)

Core Competencies

• Compliance and risk awareness
• Detail‑oriented with high accuracy standards
• Results‑driven and display strong leadership presence and accountability
• Ability to perform under pressure
• Ability to manage complexity in a fast‑paced environment