Hiring: Call Center Team Lead Company: Coforge Location: South Charleston, WV Job Posted Time: 2026-09-11 13:08:29 Employment Type: On-site Target Skills & Keywords : HIPAA, Quality Assurance, Regulatory Compliance, Risk Management About the job Experience: •Ensure accurate and consistent communication regarding policies, coverage, billing, endorsements, and claims. •Partner with QA teams to improve call quality, documentation accuracy, and compliance performance. •Drive First Call Resolution (FCR) while maintaining service quality and regulatory compliance. •Handle customer escalations and complex cases with professionalism and effective resolution. •Foster a customer-centric environment focused on delivering outstanding service experiences. Required Skills: •People & Performance Management •Lead, coach, and mentor a team of Contact Center agents handling inbound and outbound calls, emails, and chats. •Conduct regular one-on-one coaching sessions, performance reviews, and corrective action plans as required. •Support agent development through training on insurance products, underwriting fundamentals, claims processes, and customer service best practices. •Drive employee engagement, team morale, retention, and succession planning initiatives. •Establish clear performance expectations and accountability for KPIs, behaviors, and compliance standards. •Conduct performance calibrations, coaching reviews, and talent development planning. •Ensure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data privacy standards, where applicable. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!