Call Center Team Lead

Job Title: Call Center Team LeadSkills: Lead, mentor, and coach Insurance Verification, Call Center Experience: 5-8 YearsLocation: Augusta, GAJob Type: FulltimeWe 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.