Team Leader
$39,520–$39,520 year
On-siteOrlando, Florida, United States
Job Summary
Lead and develop a team of Member Services Advocates to achieve KPIs, quality standards, and productivity goals through daily coaching, performance reviews, and feedback discussions. Monitor operations, staffing, attendance, and workload distribution while reviewing member interactions for compliance adherence and approved script usage. Support agents in resolving complex escalations and reinforce knowledge of Medicare programs, member benefits, and engagement workflows. Analyze team performance metrics to identify trends and action plans, then collaborate with Quality Assurance, Training, Workforce Management, and client partners to implement process improvements. Ensure accurate documentation of all interactions and participate in client meetings, calibration sessions, and operational reviews as required.
Required Qualifications
- High school diploma or equivalent
- Minimum of two (2) years of experience in a BPO/Call center environment
- Minimum of one (1) year of supervisory, Team Lead, or people leadership experience in a contact center environment
Desired Qualifications
- Associate's or Bachelor's degree, particularly in Healthcare, Business Administration, Management, Psychology, or related fields
- Experience leading teams supporting healthcare or Medicare-related accounts
- Experience working with performance metrics, quality monitoring, coaching, and employee development
- Proficient in Microsoft Office applications, including Excel, Word, Outlook, and Teams
- Experience using CRM, contact center, quality monitoring, and workforce management systems
- Comfortable navigating multiple systems simultaneously in a Windows-based environment
- Ability to interpret reports and dashboards to support operational decision-making
- Knowledge of contact center operations, workforce management concepts, and service level expectations
- Strong leadership, coaching, and employee development skills with the ability to motivate and inspire high-performing teams
- Excellent interpersonal, verbal, and written communication skills
- Strong analytical and problem-solving abilities with experience interpreting operational metrics and performance data
- Ability to manage multiple priorities in a fast-paced, deadline-driven environment
- Ability to coach agents on empathy, active listening, de-escalation, and consultative customer service techniques
- Strong understanding of quality assurance processes and compliance requirements within regulated industries
- Demonstrated ability to manage performance through coaching, corrective action, and recognition
- Ability to exercise sound judgment, maintain confidentiality, and make timely decisions
- Highly organized with strong attention to detail
- Adaptable to changing priorities, business needs, and operational requirements
- Ability to build positive working relationships with cross-functional teams, leadership, and client stakeholders
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