Coforge · 17 hours ago
TEAM LEADER
Augusta, GA
Full-time
Onsite
Mid, Senior LevelCoforge is seeking a Team Lead for their Insurance Verification & Customer Service department. The role involves leading a team of specialists to ensure operational excellence, manage escalated calls, and maintain high service standards while overseeing daily workflows and team performance.
Artificial Intelligence (AI)Software
Responsibilities
Lead, mentor, and coach Insurance Verification Specialists to achieve performance goals and maintain high-quality work output
Oversee daily workflows and actively manage call queues, reallocating resources during peak volumes or staffing shortages
Assist team members with escalated calls, providing support and ensuring timely issue resolution
Monitor team adherence to procedures, productivity expectations, and service-level requirements
Provide support on complex or escalated inbound calls related to insurance letters, charges, proof of coverage, and account updates
Ensure timely outbound calls to insurance agencies, carriers, and customers for updated insurance information
Validate Break in Coverage (BIC) dates and oversee accurate documentation
Review team entries for quality, accuracy, and compliance with lender and internal standards
Ensure sensitive insurance information is handled with accuracy and confidentiality
Identify errors or trends and provide corrective coaching or training
Serve as a key decision-maker for operational challenges, escalations, and exceptions requiring leadership input
Support and drive change management initiatives, including new processes, system updates, or workflow improvements
Communicate updates clearly to the team and ensure successful adoption through coaching and reinforcement
Identify workflow gaps and recommend process improvements or efficiency enhancements
Support Customer Service Coordinators with queue balancing, escalations, and special projects
Conduct refresher training, team huddles, and knowledge-sharing sessions
Maintain professional working relationships with internal departments, agents, carriers, and lender clients
Participate in client meetings or operational discussions to support business needs
Assist leadership in preparing reports, tracking KPIs, and presenting performance updates
Ensure the team meets or exceeds KPIs with balanced focus on: 50% Customer Service Excellence, 50% Meeting Goals, Accuracy, and Deadlines
Conduct performance reviews, coaching sessions, and provide timely feedback
Attend departmental meetings and represent the team as needed
Support cross-functional teams during high-volume periods
Complete additional tasks or special assignments as directed by management
Qualification
Required
Previous experience in insurance verification, customer service, or call center operations
Excellent communication, coaching, and problem‑solving skills
Strong decision‑making abilities with experience guiding teams through change
Ability to handle escalations and manage multiple call queues effectively
Proficiency in insurance verification systems, portals, and general call center tools
Preferred
Prior leadership or team lead experience strongly preferred
Company
Coforge
Coforge is a IT solutions organization, servicing customers in North America, Europe, Asia and Australia.
Founded in 2004
10001+ employees
H1B Sponsorship
Coforge has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (368)
2024 (292)
2023 (325)
2022 (43)
Funding
Current Stage
Public CompanyTotal Funding
$489.46MKey Investors
BPEA EQT
2023-05-02Post Ipo Secondary· $108.46M
2019-04-06Post Ipo Equity· $381M
2004-08-30IPO
Leadership Team
Sudhir Singh
CEO and Executive Director
Manish Hermajani
Senior Vice President, Head of Investor Relations
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