{"id":1232804,"url":"https://alion.io/job/coforge-call-center-team-lead","title":"Call Center Team Lead","company":{"id":710119,"name":"Coforge","domain":"coforge.com","url":"https://alion.io/company/coforge-3","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"A","score":88,"open_postings":16,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Charleston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25,"max":null,"currency":"USD","period":"hour","gross":null,"usd_annual":50000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false}],"status":"live","first_seen_at":"2026-07-15T12:21:26Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-10-14T01:23:52Z","board_verified":true,"closed_at":null,"days_open":90,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":89},"description":"Job Role - Call center Team lead\nLocation - Onsite (South Charleston, WV)\nPay Rate - $25/hr + benefits\n\nSchedule: Flexible shifts between Monday-Friday, 8:00 AM EST - 10:00 PM EST and Saturday, 8:00 AM EST - 8:00 PM EST.\nWe at Coforge are urgently seeking a Call center Team lead with below skillset\nPrevious experience leading teams in a Contact Center or Insurance Operations environment.\nStrong knowledge of customer service operations, claims servicing, policy administration, and regulatory compliance.\nProven leadership, coaching, and people management skills.\nExcellent communication, problem-solving, and decision-making abilities.\nAbility to manage multiple priorities in a fast-paced environment.\nProficiency in contact center metrics, reporting tools, and workforce management practices.\nKey Responsibilities\nPeople & Performance Management\nLead, coach, and mentor a team of Contact Center agents handling inbound and outbound calls, emails, and chats.\nConduct regular one-on-one coaching sessions, performance reviews, and corrective action plans as required.\nSupport agent development through training on insurance products, underwriting fundamentals, claims processes, and customer service best practices.\nDrive employee engagement, team morale, retention, and succession planning initiatives.\nEstablish clear performance expectations and accountability for KPIs, behaviors, and compliance standards.\nConduct performance calibrations, coaching reviews, and talent development planning.\nContact Center Operations & Compliance\nEnsure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data privacy standards, where applicable.\nReinforce compliance with approved scripts, disclosures, call flows, documentation, and audit requirements.\nIdentify and escalate regulatory, compliance, or operational risks to management in a timely manner.\nCollaborate with Compliance and Quality Assurance teams to address audit findings and implement corrective actions.\nPromote a culture of compliance and continuous improvement across the team.\nQuality & Customer Experience\nEnsure accurate and consistent communication regarding policies, coverage, billing, endorsements, and claims.\nPartner with QA teams to improve call quality, documentation accuracy, and compliance performance.\nDrive First Call Resolution (FCR) while maintaining service quality and regulatory compliance.\nHandle customer escalations and complex cases with professionalism and effective resolution.\nFoster a customer-centric environment focused on delivering outstanding service experiences.\nOperational Management\nOwn and drive performance against key operational metrics, including Service Level, Quality, Accuracy, CSAT, Productivity, and Compliance.\nMonitor schedule adherence, attendance, and workforce productivity.\nTrack and analyze real-time and historical KPIs such as:\nAverage Handle Time (AHT)\nCustomer Satisfaction (CSAT)\nQuality Scores\nConversion Rates\nAccuracy Metrics\nCompliance Scores\nSupport workload management during peak business periods, including renewals, open enrollment, and catastrophe events.\nPartner with Workforce Management (WFM) to optimize staffing, scheduling, and capacity planning.\nEnsure operational readiness by proactively identifying and addressing process, staffing, or performance challenges.\nPrepare and present performance reports, operational insights, and improvement recommendations to leadership.","description_format":"text","description_chars":3436,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity","Science & Engineering"],"lifecycle":[{"event":"open","at":"2026-09-25T15:25:53Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 322 · green card filings: 18","filings_12m":322,"filings_prev_12m":356,"green_card_filings_12m":18,"median_offered_wage_usd":108294,"route":null,"cap_exempt":false,"checked_at":"2026-10-03T21:08:04+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.41,"p_room":0.28,"age_days":89,"expected_fill_days":42,"reasons":["conf:0","stale_co","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":50000,"is_top_pay":false},"html_url":"https://alion.io/job/coforge-call-center-team-lead","json_url":"https://alion.io/job/coforge-call-center-team-lead.json","meta":{"generated_at":"2026-10-14T01:57:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2967,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":710119},"rest":"https://alion.io/mcp/rest/get_company?id=710119"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcoforge-call-center-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcoforge-call-center-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcoforge-call-center-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/coforge-call-center-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcoforge-call-center-team-lead"}]}