Call Center Team Lead

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.