Solera, Inc.

Call Center Team Lead

Solera, Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Lead and support a team of Member Engagement Representatives.
  • Partner with the department Manager to run a successful call center operation.
  • Monitor realtime performance and provide coaching, feedback, and development.
  • Guide team members through escalations and ensure timely, thorough resolution.
  • Oversee daily tasks, queue management, shift coverage, and work allocation.
  • Ensure adherence to policies, performance expectations, and quality standards.
  • Document performance, provide redirection when needed, and celebrate wins.
  • Collaborate across teams including Client Success, Network Partners, Product and Operations to resolve issues and align on goals.
  • Participate in projects, initiatives, and team meetings as assigned.
  • Identify and support process improvements to enhance efficiency and member experience.
  • Navigate a dynamic, startuplike environment with patience, flexibility, and curiosity.

Requirements

  • 3+ years of experience in a call center or customer support environment.
  • 1+ year of experience in a team lead, supervisory, or leadership role.
  • Healthcare and/or insurance industry experience strongly preferred.
  • Strong verbal and written communication skills with the ability to think and problem-solve in real time.
  • Demonstrated ability to coach, motivate, and develop team members.
  • Confidence managing escalations and communicating effectively with internal and external stakeholders.
  • Ability to thrive in a fast-paced environment with shifting priorities.
  • Strong organizational skills with the ability to multitask and adapt quickly.
  • A collaborative mindset with a focus on continuous improvement and team success.
Benefits
  • Mission-driven environment focused on delivering high-quality member experiences.
  • Leadership role with visibility across the organization.
  • Opportunities to contribute to process improvements and operational innovation.
  • A culture that values growth, teamwork, and continuous improvement.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
coachingfeedbackdevelopmentproblem-solvingcommunicationmotivationorganizational skillsmultitaskingcollaborationadaptability