Team Leader

Coforge Limited; Charleston (WV); On-site; USD 60,000 - 85,000; Full time

Job summary

Coforge Limited is seeking a Call Center Team Lead to oversee and develop a high-performing contact center. You will coach agents handling calls, emails, and chats, drive performance, and ensure adherence to insurance regulations and quality standards.

The role requires guiding team members through training on products, underwriting fundamentals, and claims processes, while maintaining a focus on customer experience and regulatory compliance.

Qualifications

• Must have 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.

Responsibilities

• Lead, coach and mentor a team of contact center agents handling calls, emails and chats.
• Conduct regular one-on-one coaching, performance reviews and corrective action plans.
• Support agent development through training on insurance products, underwriting fundamentals and claims processes.
• 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 and talent development planning.
• Ensure adherence to insurance regulations, licensing, HIPAA/PCI and data privacy standards.
• Reinforce compliance with scripts, disclosures, call flows and audit requirements.
• Identify and escalate regulatory or operational risks to management promptly.
• Collaborate with Compliance and QA to address audit findings and improvements.
• Promote a culture of compliance and continuous improvement.
• Own and drive performance against Service Level, Quality, CSAT, Productivity and Compliance.
• Monitor schedule adherence, attendance and workforce productivity.
• Prepare and present performance reports and insights to leadership.
• Partner with Workforce Management to optimize staffing and capacity planning.

Job description

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 escalate 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.