Call Center Team Lead

About the Role 

We’re looking for a motivated and people focused Call Center Team Lead to support daily operations and help us deliver exceptional member and customer experiences. In this role, you will work closely with the Call Center Leadership to drive results, support your team, and ensure service level agreements are met within a fast paced, growing organization. 

What You'll Do 

• 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. 

What You Bring

• 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.

Why You’ll Love Working Here

• 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.

Where You Are Located

• This role is remote and based in the United States.

Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

EEO

Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.