Client Support Team Lead - Onsite

Client Support Team Lead - OnsiteThe Client Support Team Lead (Onsite) is a senior, hands-on intake resource responsible for supporting daily execution of the Personal Injury (PI) and Mass Tort intake function while actively handling calls. This role provides real-time floor support, coaching, training reinforcement, and KPI/QA oversight to ensure accurate documentation, consistent script/workflow adherence, and a high-quality claimant experience. Essential Functions Handle escalated and higher-complexity inquiries, including sensitive calls, and ensure complete and accurate claimant intake documentation. Provide real-time floor support for Specialists during live production (process questions, scripting guidance, documentation standards, and escalation routing). Monitor performance indicators (KPI and QA trends, documentation accuracy, schedule adherence) and deliver structured coaching to improve performance. Support onboarding and training reinforcement, including role-play practice, calibration support, and confirmation of readiness for independent call handling (as assigned). Identify and document performance or compliance concerns; escalate recommendations to the Client Support Manager for decisioning and follow-through, including corrective action considerations. Support coverage needs by taking calls, covering gaps, and assisting with peak windows and break/lunch coverage as directed. Provide feedback on scripts, workflows, and recurring call drivers; partner with leadership on continuous improvement initiatives. Maintain confidentiality and follow required disclosures, policies, and protocols; the Team Lead does not provide legal advice and escalates matters outside role scope. Role Development (Growth Phase Expanded Inquiry Resolution) Take on additional operational and workflow ownership as the program scales (e.g., escalation triage, training reinforcement, QA/KPI trend support). Expand to manage a broader range of inbound/outbound claimant inquiries and follow-ups, supporting timely resolution and consistent handoffs across the case lifecycle. Knowledge, Skills, and Abilities Strong coaching mindset with the ability to deliver clear, respectful, actionable feedback. Excellent verbal communication, active listening, and de-escalation skills. High attention to detail and strong documentation quality in CRM/case management systems. Ability to manage competing priorities in a fast-paced, high-volume environment while maintaining accuracy. Comfortable using performance data to identify trends, address gaps, and recommend improvements. Proficiency with multi-system navigation and standard office tools (email, chat, spreadsheets). Minimum Qualifications High school diploma or equivalent. 2+ years of experience in a customer service, call center, or intake role with heavy documentation and KPI expectations. 1+ year in a senior/lead capacity (mentoring, training support, floor support, or informal leadership). Ability to handle sensitive or emotional conversations with professionalism, empathy, and consistency. Preferred Qualifications Experience in legal intake, personal injury, insurance claims, medical intake, and/or Mass Tort environments. Experience with QA monitoring, calibration, and performance coaching practices. Bilingual (Spanish/English); proficiency may be assessed as part of the selection process. Work Environment & Physical Demands In-office environment with prolonged sitting and computer/phone use. Requires sustained focus, multitasking, and continuous call handling. Disclaimers / EEO Calls and system activity may be monitored and/or recorded for quality assurance, training, and compliance purposes. This job description is not an employment contract and duties may change based on business and client program needs. Call 4 Health is an Equal Opportunity Employer