Team Lead - Customer Care

Responsibilities The Team Leader is responsible for leading, coaching, and developing a team to achieve operational and customer experience goals. The role requires effective performance management, employee engagement, stakeholder collaboration, and continuous improvement to deliver business results while fostering a high-performing team culture. Lead and Manage Team Performance Drive achievement of operational, quality, productivity, and customer experience targets. Monitor individual and team performance against established KPIs. Provide Coaching and Development Conduct regular coaching sessions, feedback discussions, and performance reviews. Identify skill gaps and create development plans to improve employee performance. Support Employee Engagement Foster a positive and inclusive work environment. Recognize and reward employee achievements while addressing concerns promptly. Manage Attendance and Schedule Adherence Monitor attendance, punctuality, and schedule compliance. Ensure adequate staffing coverage to meet business requirements. Drive Operational Excellence Analyze performance trends and implement action plans to improve results. Ensure adherence to company policies, processes, and regulatory requirements. Handle Escalations and Issue Resolution Support team members in resolving complex customer or operational issues. Escalate business risks and critical concerns when necessary. Conduct Performance Management Activities Manage performance improvement plans and corrective actions when needed. Maintain accurate documentation of coaching and performance discussions. Communicate Business Updates Share organizational, departmental, and process updates with the team. Facilitate team meetings, huddles, and calibration sessions. Collaborate with Stakeholders Work closely with Operations, Quality, Training, Workforce Management, and other support groups to achieve business objectives. Develop Future Talent Identify and nurture high-potential employees. Support succession planning and leadership development initiatives. Qualifications 3+ years of operations experience 2+ years of leadership experience in an operations environment Healthcare/insurance background is an advantage Proficient in Microsoft Office applications Performance management & Discipline management Very good communication skills Ability to accept & apply feedback Ability to maintain a high degree of accuracy, pay strict attention to detail, maintain confidentiality, and work within the grey Excellent analytical, interpersonal, problem solving, decision-making, and multi-tasking skills Computer skills and typing proficiency – Microsoft Outlook, Word, Excel experience is preferred Work independently as well as in a team environment Demonstrates strong stakeholder management skills, effectively communicating performance insights and driving alignment on business priorities. Additional Information Experience Principal At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits. Principal is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.