Team Leader, Contact Center Operations

This is a Fully Remote Job About Our Client: Healthcare Financial, Inc. operates within the healthcare advocacy and financial services sector, focusing on assisting vulnerable populations in accessing healthcare programs and benefits. The organization addresses challenges related to navigating Social Security, Medicare, and related program operations, providing essential member advocacy and support to improve clients' quality of life. Recognized nationally for its workplace environment, the organization combines compassionate service with operational expertise. About the Opportunity: The TEAM LEADER, CONTACT CENTER OPERATIONS supports the Social Security Contact Center by balancing operational leadership and direct member advocacy. This role is pivotal in maintaining effective workflow, assisting team members in managing complex cases, and ensuring consistent, compassionate service delivery. It contributes by fostering team performance and enhancing member outcomes without holding formal management authority. Responsibilities: Monitor call queues, dashboards, dialer activity, staffing, and overall workflow. Assist Member Advocates with Social Security screenings, applications, documentation, and procedures. Identify workflow issues and escalate concerns to leadership as needed. Support onboarding, training, and daily knowledge sharing. Conduct member screenings, support SSI/SSDI application processes, follow up, and document cases accurately. Maintain team productivity and responsiveness while focusing on member-centered service. Requirements: Associate degree or equivalent education and experience. Minimum two years experience in a high-volume or production-based call center. One to two years experience as a Member Advocate. Knowledge of Social Security, Medicare, or Medically Complex program operations. Strong understanding of SSI/SSDI screening, application requirements, case documentation, and follow-up. Ability to recognize patterns, solve problems, manage priorities, and adapt quickly. Calm and supportive communication style with confidence in assisting peers. Commitment to compassion, dignity, and respect in member interactions. Availability to work full-time hours, Monday through Friday, 12 pm to 8 pm. Ability to work within the contiguous United States. Pay Range and Compensation Package: Annual salary range for this role is $65,000 to $75,000, exclusive of total compensation including benefits and other options. Benefits & Perks: Medical insurance Dental insurance Vision insurance 401(k) Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.