New

Call Center Team Lead

TEKsystems
$30.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, North Carolina, Raleigh
Sep 16, 2025
Description Job Overview: Start Date: 10/13 Training Hours: 8:30-5 pm EST Program Hours: 8:30-8 pm (shift needs TBD) The Program Associate/Team Lead plays a key role in supporting assigned programs such as reimbursement hotlines, patient assistance programs, co-pay programs, and other healthcare-related services. This role requires subject matter expertise and a detail-oriented approach to ensure high-quality service delivery. The Program Associate will: * Provide expertise in training, call quality, workflow management, and reporting. * Identify service trends and escalate issues to the Supervisor. * Coach and mentor team members. * Participate in client-facing meetings as needed. * Demonstrate strong communication, analytical thinking, and initiative. Key Responsibilities Training & Coaching * Stay current on program procedures and ensure training materials are up to date. * Lead and support training sessions, including new hire onboarding and ongoing education. * Monitor agent performance and provide coaching and mentorship. * Collaborate with cross-functional teams to align training with business needs. * Support quality assurance by reviewing calls and providing feedback. Client & Program Communication * Communicate clearly and professionally in both written and verbal formats. * Respond to inquiries from internal and external stakeholders. * Identify and escalate common trends or issues. * Manage call escalations and ensure resolution. * Attend client meetings to support program leadership. Reporting & Analytics * Prepare and analyze standard and ad hoc reports. * Identify trends and recommend process improvements. * Collaborate with leadership to implement changes that enhance performance. Program Expertise * Serve as a subject matter expert on program-specific processes. * Identify knowledge gaps and support continuous improvement. * Participate in hiring panels for program staff. * Perform other duties as assigned. Required Skills & Qualifications * Education: * Bachelor's degree in business, public health, clinical science, or a related field preferred. * High school diploma or GED with 6+ years of relevant experience accepted in lieu of a degree. * Skills & Experience: * Strong communication and customer service skills. * Intermediate to advanced proficiency in Microsoft Excel, PowerPoint, and Word. * Ability to coach, train, and mentor staff. * Strong analytical and problem-solving skills. * High attention to detail and time management. * Ability to work independently and collaboratively. * Empathy and professionalism in customer interactions. * Understanding of healthcare systems and technologies. Pay and Benefits The pay range for this position is $30.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Sep 26, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.