Call Center Team Lead
About The Position
As a Call Center Team Lead, you’ll be part of a supportive, high-performing culture that values excellence, accountability, and individual contributions. About the Role: Improve participant decision-making process by advising participants on plan provisions Respond to client-specific inquiries, including telephone and web correspondence Contact participants to explain calculations and resolve issues Identify solutions to call trends, establish appropriate agent training needs, and deliver training Provide feedback and coaching to agents regarding adherence to center metrics and established guidelines Assist junior employees by answering questions or taking escalated calls with guidance Advocate for participants to coordinate benefits, services, and payments with outside providers and vendors Explain participant forms and provide guidance on completion Perform other duties as assigned Comply with all policies and standards
Requirements
- Strong written and verbal communication skills
- Ability to navigate and work across multiple systems and tools simultaneously
- Attention to detail
- Must be able to successfully complete a background check and drug screening
- Must pass an internet speed test (download equal to or greater than 25, upload equal to or greater than 5, Ping ms equal to or less than 175)
- Must have the ability to connect with an ethernet cable to a modem/router
Responsibilities
- Improve participant decision-making process by advising participants on plan provisions
- Respond to client-specific inquiries, including telephone and web correspondence
- Contact participants to explain calculations and resolve issues
- Identify solutions to call trends, establish appropriate agent training needs, and deliver training
- Provide feedback and coaching to agents regarding adherence to center metrics and established guidelines
- Assist junior employees by answering questions or taking escalated calls with guidance
- Advocate for participants to coordinate benefits, services, and payments with outside providers and vendors
- Explain participant forms and provide guidance on completion
- Perform other duties as assigned
- Comply with all policies and standards
Benefits
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
