Call Center Team Lead

Solera Health

3h • Remote

About The Position

We’re looking for a motivated and people focused Call Center Team Lead to support daily operations and help us deliver exceptional member and customer experiences. In this role, you will work closely with the Call Center Leadership to drive results, support your team, and ensure service level agreements are met within a fast paced, growing organization.

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.
• 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.

Nice To Haves

• Healthcare and/or insurance industry experience strongly preferred.

Responsibilities

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed