Team Lead, Customer Care

CareSource

Team Lead, Customer Care responsible for leading a customer care team to meet performance metrics. Driving compliance and team development in a remote environment.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $54,500 - $87,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching skills in a call center environment, with a focus on customer service excellence, compliance, and operational efficiency. Proficient in data analysis and decision-making to drive team performance and positive change management.

Highest-signal resume keywords

Leadership ExperienceCustomer Service ExperienceCoaching and Development SkillsData AnalysisCall Center Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance AppraisalsRegulatory ComplianceOperational Performance MonitoringMS WordMS ExcelMS PowerPoint

Soft Skills

Communication SkillsAttention to DetailCritical ThinkingConflict ResolutionTime Management

Industry Keywords

Healthcare FieldMedicaidMedicareCustomer SatisfactionChange Management

About the role

Key responsibilities & impact

Lead and direct their team to ensure goals, regulatory, compliance, and department standards are met
Conduct regularly scheduled coaching conversations
Properly document coaching and development conversations in HR system
Complete performance appraisals
Conduct monthly team meetings and huddles
Analyze and leverage data to make recommendations and decisions
Monitor key operational performance indicators
Identify processes, tools, systems, and behaviors that cause negative impact on efficiency
Build positive relationships and interactions with internal peers and leaders
Promote positive change management
Facilitate timely resolution of tasks requiring deadlines
Implement, enforce, and support company policies and procedures
Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes
Conduct interviews and evaluate candidates for hiring purposes

Requirements

What you’ll need

High School or GED required
Associates preferred
Three (3) years of customer service experience
Minimum of one (1) year in a call center environment required
Previous supervisory/leadership experience in a call center environment is strongly preferred
Intermediate proficiency level in MS Word, Excel and PowerPoint
Ability to communicate verbally and in written form with a variety of levels within organization
Ability to work independently and within a team environment
Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred
Attention to detail
Critical listening and thinking skills
Coaching and development skills
Strategic management skills
Proper grammar usage
Time management skills
Conflict resolution skills
Customer service oriented
Leadership experience and skills
Decision making/problem solving skills

Benefits

Comp & perks

bonuses tied to company and individual performance
comprehensive total rewards package