Triage Team Lead

Our client operates within the employee service operations sector, focusing on improving the employee experience through timely, accurate, and confidential intake and triage functions. The organization addresses the challenge of managing high-volume, multi-channel consultation requests by coordinating appropriate expert responses to employee needs, emphasizing quality and operational efficiency to maintain service standards and employee satisfaction.

About the role

The Triage Team Lead oversees the daily operations of the employee-facing triage function. This role ensures effective intake, prioritization, documentation, routing, and scheduling of consultation requests while supporting and coaching the triage team. The position contributes to maintaining a professional and timely first-contact experience for employees and serves as a critical link between frontline staff and service operations leadership.

Responsibilities

• Supervise and support Triage Specialists managing intake via phone, email, and case workflows.
• Lead daily operations including queue monitoring, callback follow-up, scheduling oversight, and closing procedures.
• Monitor service levels, workload distribution, and queue health in real time.
• Manage staffing coverage, schedule adherence, and backup resources.
• Ensure accurate routing and scheduling of cases to appropriate experts per workflow standards.
• Serve as first-line escalation point for complex triage and urgent issues.
• Provide updates to leadership on staffing, quality trends, and operational risks.
• Reinforce documentation accuracy, confidentiality, and compliance with system protocols.
• Partner with quality assurance to address documentation and service quality issues.
• Deliver ongoing coaching and development to team members.
• Identify and escalate system or process issues affecting triage workflows.
• Maintain standard operating procedures and process documentation.
• Utilize dashboards and reports to monitor performance metrics and support continuous improvement.
• Collaborate cross-functionally to support triage rules, escalations, and communication protocols.

Requirements

• Minimum 3 years in customer service, call center, healthcare navigation, benefits administration, or related operations.
• At least 1 year of leadership experience preferred, including coaching or supervision.
• Experience managing high-volume, multi-channel workflows.
• Strong skills in documentation, organization, prioritization, and analysis.
• Proficiency with CRM or case management systems such as Salesforce or Zendesk.
• Ability to manage competing priorities in a remote environment.
• Experience handling confidential employee and medical information.
• Effective written and verbal communication skills for coaching and escalation.