{"id":2767192,"url":"https://alion.io/job/coforge-team-leader-operations","title":"TEAM LEADER - OPERATIONS","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":"Zwayam","truth_index":{"grade":"B","score":81,"open_postings":31,"ghost_share":0,"stale_share":0.774,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-17T05:46:00Z"}},"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":["Augusta, United 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underwriting basics, claims processes, and customer handling\nDrive engagement, morale, and succession planning and retention within the team\nSet clear expectations and accountability for KPIs, behavior, and compliance\nConduct regular performance calibrations, coaching reviews, and talent development planning\nInsurance Operations & Compliance\nEnsure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data-privacy standards (as applicable)\nOversee and Reinforce compliance with scripts, disclosures, call flows, documentation and audit requirements\nEscalate regulatory, compliance, or risk concerns to management promptly\nPartner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action\nQuality & Customer Experience\nEnsure consistent delivery of accurate information related to policies, coverage, billing, endorsements, and claims\nPartner with QA to improve call quality, documentation accuracy, and regulatory compliance scores\nDrive first-call resolution (FCR) while maintaining accuracy and compliance\nAddress customer escalations and complex cases effectively\nOperational Management\nOwn delivery against SLAs including Service Level, Quality, Accuracy, CSAT, and Productivity\nEnsure schedule adherence, attendance compliance, and productivity management\nMonitor real-time and historical KPIs including AHT, Quality, CSAT, Conversion, Accuracy, and Compliance\nSupport workload balancing during peak volumes (renewals, open enrollment, catastrophe events, etc.)\nPartner with Workforce Management to align staffing, schedules, and capacity planning\nManage operational readiness during peak periods such as renewals, open enrollment, or catastrophe events\nAddress escalations, exception cases, and complex customer or carrier issues\nReporting & Stakeholder Communication\nPrepare and maintain daily/weekly/monthly performance and compliance and trend analysis\nCommunicate performance trends, risks, and action plans to leadership\nParticipate in internal reviews, audits, and client or carrier meetings as required\nSupport QBRs, audits, and business reviews with structured insights and action plans\nFinancial & P&L Management\nManage operating costs, productivity, and margins in alignment with budget and P&L targets\nIdentify efficiency opportunities through process optimization, staffing models, and technology enablement\nMonitor shrinkage, overtime, and utilization to ensure cost control\nContinuous Improvement & Change Management\nDrive continuous improvement initiatives to reduce defects, rework, and complaints\nSupport implementation of new insurance products, regulatory changes, and client requirements\nPromote a culture of accountability, quality, and customer-centric service\nKey Performance Indicators (KPIs)\n SLA & Service Level attainment\nQuality & Compliance Scores\nCSAT / NPS\nAccuracy & Audit Pass Rates\nProductivity / AHT (program dependent)\nAttendance & Schedule Adherence\nTeam Attrition & Engagement\nFinancial performance vs. budgetKey Responsibilities\nPeople & Performance Management\n\nLead, coach, and monitor a team of insurance agents handling inbound/outbound calls, emails, and chats\nConduct regular one-on-one coaching, performance reviews, and corrective actions as required\nSupport agent skill development on insurance products, underwriting basics, claims processes, and customer handling\nDrive engagement, morale, and succession planning and retention within the team\nSet clear expectations and accountability for KPIs, behavior, and compliance\nConduct regular performance calibrations, coaching reviews, and talent development planning\nInsurance Operations & Compliance\n\nEnsure adherence to insurance regulations, licensing requirements, HIPAA, PCI, and data-privacy standards (as applicable)\nOversee and Reinforce compliance with scripts, disclosures, call flows, documentation and audit requirements\nEscalate regulatory, compliance, or risk concerns to management promptly\nPartner with Compliance and QA teams to address audit findings and reduce regulatory risk through coaching and corrective action\nQuality & Customer Experience\n\nEnsure consistent delivery of accurate information related to policies, coverage, billing, endorsements, and claims\nPartner with QA to improve call quality, documentation accuracy, and regulatory compliance scores\nDrive first-call resolution (FCR) while maintaining accuracy and compliance\nAddress customer escalations and complex cases effectively\nOperational Management\n\nOwn delivery against SLAs including Service Level, Quality, Accuracy, CSAT, and Productivity\nEnsure schedule adherence, attendance compliance, and productivity management\nMonitor real-time and historical KPIs including AHT, Quality, CSAT, Conversion, Accuracy, and Compliance\nSupport workload balancing during peak volumes (renewals, open enrollment, catastrophe events, etc.)\nPartner with Workforce Management to align staffing, schedules, and capacity planning\nManage operational readiness during peak periods such as renewals, open enrollment, or catastrophe events\nAddress escalations, exception cases, and complex customer or carrier issues\nReporting & Stakeholder Communication\n\nPrepare and maintain daily/weekly/monthly performance and compliance and trend analysis\nCommunicate performance trends, risks, and action plans to leadership\nParticipate in internal reviews, audits, and client or carrier meetings as required\nSupport QBRs, audits, and business reviews with structured insights and action plans\nFinancial & P&L Management\n\nManage operating costs, productivity, and margins in alignment with budget and P&L targets\nIdentify efficiency opportunities through process optimization, staffing models, and technology enablement\nMonitor shrinkage, overtime, and utilization to ensure cost control\nContinuous Improvement & Change Management\n\nDrive continuous improvement initiatives to reduce defects, rework, and complaints\nSupport implementation of new insurance products, regulatory changes, and client requirements\nPromote a culture of accountability, quality, and customer-centric service\nKey Performance Indicators (KPIs)\n\n SLA & Service Level attainment\nQuality & Compliance Scores\nCSAT / NPS\nAccuracy & Audit Pass Rates\nProductivity / AHT (program dependent)\nAttendance & Schedule Adherence\nTeam Attrition & Engagement\nFinancial performance vs. budget","description_format":"text","description_chars":6700,"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":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Business Process 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