Customer Service Team Lead

We are seeking an experienced Customer Service Team Lead to supervise operations and bridge frontline representatives with management. This role combines hands-on leadership with operational excellence. The ideal candidate will mentor team members, manage daily workflows, and provide additional customer outreach to ensure service excellence. We need a natural leader with a proven track record in customer service, capable of coaching, coordinating schedules, and maintaining our company culture and vision of customer-centric service.

Key Responsibilities

1. Team Leadership & Development

● Supervise and support a team of Customer Service Representatives handling inbound calls, welcome calls, customer messaging, and retention campaigns

● Provide daily coaching and performance feedback to develop team capabilities in problem-solving, critical thinking, and customer engagement

● Conduct regular one-on-one meetings with team members to discuss performance, address concerns, and identify development opportunities

● Reinforce training on products (Medicare, ACA, Final Expense) and soft skills to ensure representatives can assist diverse customer needs

● Lead team huddles and meetings to communicate company updates, policy changes, and embrace company culture

● Mentor new hires during onboarding and serve as an escalation point for complex customer inquiries

● Foster a positive, collaborative team culture that emphasizes quality service, organizational excellence, and continuous improvement

1. Scheduling & Workflow Management

● Create, manage, and adjust team schedules to ensure adequate coverage for inbound call volumes, welcome calls, and campaign participation

● Coordinate break times, time-off requests, and attendance tracking to maintain operational efficiency

● Distribute and prioritize daily tasks, assignments, and special projects among team members based on workload and skill level

● Monitor call queues, message backlogs, and campaign progress to ensure prompt response times and completion of objectives

● Balance workload distribution to optimize team performance while preventing burnout

1. Second-Layer Customer Outreach & Escalation Management

● Serve as the primary escalation point for complex customer inquiries, complaints, or sensitive situations requiring immediate resolution

● Conduct follow-up outreach to customers who have experienced service issues to ensure satisfaction and retention

● Step in to handle high-priority customer interactions during peak periods or when specialized expertise is required

● Review and resolve account discrepancies, assisting with account reconciliation across Medicare, ACA, and Final Expense products

● Ensure customer interactions reflect the company's commitment to customer-centric service with personalized recommendations

● Monitor quality of welcome calls and retention campaign interactions, providing real-time feedback to representatives

1. Performance Management & Reporting

● Track and analyze team KPIs including customer satisfaction scores, call quality metrics, retention rates, and cross-sell/upsell success rates

● Review call recordings and conduct quality assessments to ensure compliance with company standards and best practices

● Identify performance gaps and implement targeted coaching plans to improve individual and team results

● Prepare and submit regular reports to management summarizing team metrics, trends, achievements, and areas for improvement

● Document and escalate urgent issues, system concerns, or compliance matters in a timely manner

● Recognize and reward high performers while addressing underperformance through appropriate corrective action

1. Cross-Sell, Upsell & Retention Support

● Lead and monitor retention campaigns, tracking success rates and coaching team members on effective customer engagement techniques

● Ensure team members effectively identify and pursue cross-sell and upsell opportunities for ancillary products (dental, vision)

● Analyze customer retention data and collaborate with the Customer Service Manager to develop strategies for improving outcomes

● Review and approve warm transfers to sales agents, ensuring proper documentation and follow-through

1. Collaboration with Management & Vision Alignment

● Work closely with the Customer Service Manager to uphold and execute the company's vision of providing customer-centric services with personalized recommendations

● Serve as the liaison between frontline staff and management, ensuring clear two-way communication

● Provide insights and recommendations to management based on frontline observations and customer feedback trends

● Contribute to strategic planning discussions regarding service improvements, product knowledge training, and customer experience enhancements

● Maintain and champion company culture, ensuring team members embody organizational values in every customer interaction

1. Compliance & Process Improvement

● Ensure strict adherence to HIPAA, data security, and company policies across all team activities

● Audit team compliance with documentation standards, application processing procedures, and CRM notation requirements

Identify process inefficiencies and recommend improvements to enhance productivity and customer experience

● Stay current on regulatory changes affecting ACA, Medicare, and Final Expense insurance products

● Maintain and update team resources, including knowledge base articles, scripts, and training materials

Qualifications & Skills

Required

● Experience: Minimum of 2 years in customer service, with at least 1-2 years in a supervisory, team lead, or quality assurance role

● Organizational Skills: Strong ability to manage schedules, coordinate multiple priorities, and maintain organized workflows

● Soft Skills: Empathy, active listening, patience, and emotional intelligence to connect with customers and team members

● Industry Knowledge: Strong understanding of US health insurance concepts, specifically ACA (Affordable Care Act), Medicare, and/or Final Expense insurance

● Leadership Skills: Proven ability to lead, motivate, and develop team members in a BPO or remote environment

● Communication: Exceptional verbal and written English communication skills with the ability to provide constructive feedback

● Technical Proficiency: Advanced ability to navigate multiple systems (CRM platforms, quality monitoring tools, reporting dashboards) simultaneously

● Analytical Skills: Strong data analysis capabilities to interpret metrics and translate insights into actionable coaching and process improvements

● Problem-Solving: Expert-level troubleshooting skills and sound judgment in handling escalated customer issues

Highly Desired

● Experience working in a healthcare BPO or contact center serving US-based clients

● Background in training and onboarding new customer service representatives

● Familiarity with workforce management tools and scheduling software

● Experience with account reconciliation and financial processing in insurance environments

● Certification or training in coaching, leadership, or customer service excellence

Performance Metrics

The Customer Service Team Lead will be evaluated based on key performance indicators (KPIs), including but not limited to:

● Team Performance: Overall team customer satisfaction scores, quality assurance scores, retention metrics, and cross-sell/upsell achievement

● Individual KPIs: Personal call quality, customer interaction scores, and resolution rates when handling escalations

● Coaching Effectiveness: Measurable improvement in team member performance, skill development, and retention following coaching interventions

● Operational Efficiency: Team adherence to schedule, completion of welcome calls and campaigns, timely resolution of escalations, and account reconciliation accuracy

● Reporting Accuracy: Timeliness and accuracy of all required reports and documentation

● Leadership Impact: Team morale, employee retention, cultural alignment, and successful development of team members for advancement

● Customer Excellence: Success in second-layer outreach initiatives, escalation resolution satisfaction, and contribution to overall customer experience goals

Work Environment & Schedule

● Full-time position with potential for remote work capability (stable internet connection and professional home office setup required)

● May require flexibility in scheduling to provide coverage during peak hours, support team needs, or address urgent business requirements

● Collaborative environment working closely with management and cross-functional teams

What We Offer

● Opportunity to shape team culture and directly impact customer experience

● Professional development and growth opportunities within the organization

● Collaborative environment with supportive management

● Meaningful work helping individuals and families secure essential health coverage

Work Schedule : On-Site ; Monday to Friday ; Night shift

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Work Location: In person