The Team Lead is responsible for overseeing the daily operations and performance of a team of call center agents. This role includes coaching and supporting agents, monitoring performance metrics, and ensuring company policies and service standards adherence. 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.

Team Supervision

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.

Coaching & Development

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.

Performance Monitoring & Reporting

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.

Escalation & Problem Solving

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

Process Improvement

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

Compliance & Adherence

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

Team Collaboration & Communication

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

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

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.

PHRN Team Lead