Customer Service Team Lead - Life & Health
Core
Lead a frontline Customer Service team for Life & Health insurance inquiries, providing coaching, technical guidance, and workflow oversight to ensure service standards and compliance.
Role type
Senior IC Customer Service Team Lead
Builds
Operational consistency and high-quality service delivery for insurance members
Domain
Insurance (Life & Health)
Deliverable
dashboards & analysis
Required skills
Customer service leadership, team coaching, quality assurance (QA), workflow management, HIPAA compliance, telephony platform expertise, process improvement
Preferred skills
Insurance industry experience, senior CSR or mentor experience, Life & Health insurance licenses
Technologies
Five9, Synergy
Responsibilities
Serve as initial escalation point for CSRs; support new hire onboarding and training; monitor queue activity and service levels; conduct call observations and QA reviews; review member feedback to identify trends; partner with Workforce Management on scheduling and volume; develop and maintain SOPs and training materials.
Seniority
Senior, hands-on IC