PHRN Team Lead

The Team Lead acts as a point of escalation for complex customer issues and collaborates with management to drive team performance, enhance customer satisfaction, and meet operational goals.

• Lead and manage a team of call center agents, ensuring that daily tasks are completed efficiently and accurately.
• Monitor individual and team performance metrics such as call handling time, quality scores, and customer satisfaction ratings.
• Work closely with the team to direct the organization of work within the team, including staffing, scheduling, and vacations.

• Provide ongoing coaching, support, and feedback to agents to improve performance and meet quality standards.
• Conduct regular one-on-one meetings with agents to discuss performance, set goals, and address challenges or concerns.
• Identify training needs and collaborate with the training department to implement development plans for underperforming team members.

• Track and analyze team performance using call center software and reporting tools.
• Ensure agents meet individual and team Key Performance Indicators (KPI), including call handling time, first call resolution, and customer satisfaction.

• Act as the first point of escalation for agents handling difficult or complex issues, providing guidance and resolution support.

• Assist in developing and implementing new procedures, ensuring that agents are trained and equipped to follow updated guidelines.

• Ensure team compliance with company policies, regulatory requirements, and quality standards.

• Serve as a communication bridge between management and agents, relaying important updates, changes in policy, or team initiatives.
• Foster a positive and motivating team environment that encourages collaboration, accountability, and high performance.

Qualifications:

• With active PHRN license
• 5+ years of experience in a call center environment, with at least 1 year in a leadership or supervisory role.
• Proven experience with coaching, performance management, and conflict resolution.
• Understanding medical billing is a plus.
• Excellent verbal and written communication skills to effectively coach agents, resolve escalations, and report

Why Join Us?

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.