Absence Customer Service Team Lead

ComPsych Corporation

3d • $60,000 - $70,000

About The Position

We are seeking an enthusiastic Team Lead for our Absence Customer Experience department. The Team Lead of Absence Customer Experience will manage and lead a staff of 20 customer service specialists to administer absence management programs. The Team Lead will work closely with other departments to ensure customer and client satisfaction. This individual will report to the Manager of Absence Customer Experience and must have prior call center management experience.

Requirements

• Bachelor’s degree preferred, advanced degree a plus
• 2+ years of call center management experience required
• Ability to work an evening schedule (PM) from 12:30 PM – 9:00 PM CST or 01:00pm – 09:30pm CST preferred
• Excellent leadership and communication skills
• Knowledge of call center tools required
• Microsoft Office experience required
• Experience in absence management or disability management in a corporate or consulting environment a plus
• Quick Thinking, high energy, positive and professional, with demonstrated multi-tasking and critical thinking skills

Nice To Haves

• Experience in absence management or disability management in a corporate or consulting environment a plus

Responsibilities

• Partner with internal resources to recruit, develop, lead, and manage a high performing workforce with minimal turnover
• Develop, implement, and monitor performance indicators for staff, providing feedback, training, and corrective action to staff as needed
• Manage the resource allocation of staff to ensure proper staffing and production levels are maintained for call volume
• Review internal controls to ensure proper FMLA adjudication within established time frames and guidelines
• Monitor quality standards consistent with internal goals and federal and state regulations
• Identify and implement process improvements to increase operating efficiency
• Maintain a positive work environment that supports high performing teams
• Partner with Account Services on complex customer issues to resolve inquires or complex issues
• Build and maintain positive relationships with our customers to foster a sense of loyalty and commitment
• Other duties as assigned

Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees