Call Center Team Lead - Augusta - Coforge

    Coforge
    Coforge Augusta

    15 hours ago

    Description

    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:

    • Lead, mentor, and coach Insurance Verification Specialists to achieve performance goals and maintain high-quality work output.
    • Oversee daily workflows and actively manage call queues, reallocating resources during peak volumes or staffing shortages.
    • Assist team members with escalated calls, providing support and ensuring timely issue resolution.
    • Monitor team adherence to procedures, productivity expectations, and service-level requirements.
    • Previous experience in insurance verification, customer service, or call center operations.
    • Prior leadership or team lead experience strongly preferred.
    • Excellent communication, coaching, and problem‑solving skills.
    • Strong decision‑making abilities with experience guiding teams through change.
    • Ability to handle escalations and manage multiple call queues effectively.
    • Proficiency in insurance verification systems, portals, and general call center tools.
    • Maintain professional working relationships with internal departments, agents, carriers, and lender clients.
    • Participate in client meetings or operational discussions to support business needs.
    • Assist leadership in preparing reports, tracking KPIs, and presenting performance updates.

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