Call Center Team Lead

Role Overview

• Lead and support a team of Member Engagement Representatives.
• Partner with the department Manager to run a successful call center operation.
• Monitor realtime performance and provide coaching, feedback, and development.
• Guide team members through escalations and ensure timely, thorough resolution.
• Oversee daily tasks, queue management, shift coverage, and work allocation.
• Ensure adherence to policies, performance expectations, and quality standards.
• Document performance, provide redirection when needed, and celebrate wins.
• Collaborate across teams including Client Success, Network Partners, Product and Operations to resolve issues and align on goals.
• Participate in projects, initiatives, and team meetings as assigned.
• Identify and support process improvements to enhance efficiency and member experience.
• Navigate a dynamic, startuplike environment with patience, flexibility, and curiosity.

Requirements

• 3+ years of experience in a call center or customer support environment.
• 1+ year of experience in a team lead, supervisory, or leadership role.
• Healthcare and/or insurance industry experience strongly preferred.
• Strong verbal and written communication skills with the ability to think and problem-solve in real time.
• Demonstrated ability to coach, motivate, and develop team members.
• Confidence managing escalations and communicating effectively with internal and external stakeholders.
• Ability to thrive in a fast-paced environment with shifting priorities.
• Strong organizational skills with the ability to multitask and adapt quickly.
• A collaborative mindset with a focus on continuous improvement and team success.

Benefits

• Mission-driven environment focused on delivering high-quality member experiences.
• Leadership role with visibility across the organization.
• Opportunities to contribute to process improvements and operational innovation.
• A culture that values growth, teamwork, and continuous improvement.