Client Support Team Lead Onsite

Position Summary

The Client Support Team Lead (Onsite) is a senior hands-on intake resource responsible for supporting daily execution of the Personal Injury (PI) and Mass Tort intake function while actively handling calls. This role provides real-time floor support coaching training reinforcement and KPI/QA oversight to ensure accurate documentation consistent script/workflow adherence and a high-quality claimant experience.

Essential Functions

Handle escalated and higher-complexity inquiries including sensitive calls and ensure complete and accurate claimant intake documentation.

Provide real-time floor support for Specialists during live production (process questions scripting guidance documentation standards and escalation routing).

Monitor performance indicators (KPI and QA trends documentation accuracy schedule adherence) and deliver structured coaching to improve performance.

Support onboarding and training reinforcement including role-play practice calibration supportand confirmation of readiness for independent call handling (as assigned).

Identify and document performance or compliance concerns; escalate recommendations to the Client Support Manager for decisioning and follow-through including corrective action considerations.

Support coverage needs by taking calls covering gaps and assisting with peak windows and break/lunch coverage as directed.

Provide feedback on scripts workflows and recurring call drivers; partner with leadership on continuous improvement initiatives.

Maintain confidentiality and follow required disclosures policies and protocols; the Team Lead does not provide legal advice and escalates matters outside role scope.

Role Development (Growth Phase Expanded Inquiry Resolution)

Take on additional operational and workflow ownership as the program scales (e.g. escalation triage training reinforcement QA/KPI trend support).

Expand to manage a broader range of inbound/outbound claimant inquiries and follow-ups supporting timely resolution and consistent handoffs across the case lifecycle.

Knowledge Skills and Abilities

Strong coaching mindset with the ability to deliver clear respectful actionable feedback.

Excellent verbal communication active listening and de-escalation skills.

High attention to detail and strong documentation quality in CRM/case management systems.

Ability to manage competing priorities in a fast-paced high-volume environment while maintaining accuracy.

Comfortable using performance data to identify trends address gaps and recommendimprovements.

Proficiency with multi-system navigation and standard office tools (email chat spreadsheets).

Minimum Qualifications

High school diploma or equivalent.

2 years of experience in a customer service call center or intake role with heavy documentation and KPI expectations.

1 year in a senior/lead capacity (mentoring training support floor support or informal leadership).

Ability to handle sensitive or emotional conversations with professionalism empathy and consistency.

Preferred Qualifications

Experience in legal intake personal injury insurance claims medical intake and/or Mass Tort environments.

Experience with QA monitoring calibration and performance coaching practices.

Bilingual (Spanish/English); proficiency may be assessed as part of the selection process.

Work Environment & Physical Demands

In-office environment with prolonged sitting and computer/phone use. Requires sustained focus multitasking and continuous call handling.

Disclaimers / EEO

Calls and system activity may be monitored and/or recorded for quality assurance training and compliance purposes. This job description is not an employment contract and duties may change based on business and client program needs. Call 4 Health is an Equal Opportunity Employer