Contact Center Team Lead

The primary purpose of this position is to serve as a resource for team members, reinforces quality and service standards, supports first-contact resolution, monitors productivity and service trends, and helps coach behaviors that improve member experience, operational efficiency, and referral opportunities. The Contact Center Team Lead supports the daily leadership and performance of the Contact Center by guiding team workflow, assisting representatives, and helping ensure members receive accurate, efficient, professional service across telephone, email, web chat, and other approved communication channels.