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The global leader in vehicle lifecycle management.
Call Center Team Lead
Location
United States
Posted
118 days ago
Salary
0
Seniority
Senior
Job Description
Call Center Team Lead
Solera, Inc.
• 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.
Job 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.
- Healthcare and/or insurance industry experience strongly preferred.
- 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.
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.
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• Ensures daily performance metrics are being met or exceeded, i.e., quality, service level and schedule adherence metrics • 80% of your day will consist of coaching and educating agents on how to improve their performance • Create an environment focusing on fun, enthusiasm and accountability • Take initiative and show leadership by creating performance improvement plans • Administer coaching and disciplinary action when appropriate • Handle both internal and client led performance discussions • Perform other related duties and assignments as required and as assigned by supervisor or other management • Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately • Must be able to take calls when needed.
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Intelcia¡No dejes pasar esta oportunidad de ser parte de INTELCIA! 🚀 ¡Te esperamos para que hagas parte de nuestro equipo!
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