Call Center Team Lead

Job Title: Call Center Team Lead

Skills: Lead, mentor, and coach Insurance Verification, Call Center

Experience: 5-8 Years

Location: Augusta, GA

Job Type: Fulltime

We at Coforge are hiring for Call Center Team Lead with the following skills:

• Insurance Tracking is responsible for guiding a team of Insurance Verification Specialists to ensure accurate, timely, and efficient processing of insurance documents.
• This role oversees daily operational workflows, supports call queue management, and maintains strong client and internal relationships.
• The ideal candidate demonstrates excellent leadership, communication, and problem-solving skills, with the ability to thrive in a fast-paced, service driven environment.

Key Responsibilities:

• Leadership & Team Management.
• Lead, mentor, and coach Insurance Verification Specialists to meet performance goals and maintain high-quality work output.
• Provide side-by-side coaching, performance feedback, and ongoing development to support employee growth.
• Assist team members with escalated calls, offering guidance and ensuring timely and accurate resolution.
• Support a positive team culture that emphasizes accountability, professionalism, and teamwork.
• Oversee daily workflows and actively manage call queues to ensure service-level requirements are met.
• Reallocate resources strategically during peak call volumes, backlog situations, or staffing shortages.
• Make call queues by taking calls when call volumes are backed up or when additional coverage is required.
• Monitor team adherence to standard operating procedures, productivity expectations, and quality standards.
• Assist leadership in preparing reports, tracking key performance indicators (KPIs), and presenting performance updates.
• Maintain professional working relationships with internal departments, agents, carriers, and lender clients.
• Participate in client meetings, calibration sessions, or operational discussions to support business needs and ensure alignment.
• Communicate updates, process changes, and operational impacts to leadership and partners as needed. Systems, Tools & Administrative Support.
• Ensure team proficiency with insurance verification systems, online portals, and call center tools.
• Utilize Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
• To track productivity, create reports, and communicate effectively.
• Support process improvements and contribute to operational enhancements that drive efficiency and accuracy.
• Previous experience in insurance verification.