Call Center Team Lead

1. About Our Client:

The organization operates in the healthcare and insurance sector, focusing on improving member and customer experiences. It addresses challenges in delivering consistent, high-quality support within a fast-paced, growing environment. The program emphasizes collaboration across departments to resolve issues and drive operational efficiency, aiming to enhance service delivery at scale.

2. About the Opportunity:

The Call Center Team Lead is responsible for supporting daily call center operations to ensure service level agreements are met and exceptional member experiences are delivered. This role leads a team of Member Engagement Representatives, working closely with leadership to drive results, manage escalations, and improve processes. The position plays a key role in maintaining operational standards and fostering team development within a dynamic environment.

3. Responsibilities:

• Lead and support a team of Member Engagement Representatives

• Partner with the department Manager to manage call center operations

• Monitor real-time performance; provide coaching and feedback

• Guide team members through escalations and ensure resolution

• Oversee daily tasks, queue management, shift coverage, and work allocation

• Ensure compliance with policies, performance expectations, and quality standards

• Document performance; provide redirection and recognize achievements

• Collaborate with Client Success, Network Partners, Product, and Operations teams

• Participate in projects, initiatives, and team meetings

• Identify and support process improvements to boost efficiency and member experience

• Adapt to a dynamic, start-up-like environment with flexibility and patience

4. Requirements:

• 3+ years in a call center or customer support environment

• 1+ year in a team lead, supervisory, or leadership role

• Healthcare and/or insurance industry experience preferred

• Strong verbal and written communication skills with real-time problem-solving ability

• Proven ability to coach, motivate, and develop team members

• Confidence managing escalations and communicating with stakeholders

• Ability to thrive in a fast-paced environment with shifting priorities

• Strong organizational skills with multitasking capability

• Collaborative mindset focused on continuous improvement and team success

5. Pay Range and Compensation Package:

• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.