Prime/Global First Call Desk Team Leader

International SOS • San Antonio, TX

2d

About The Position

The Global First Call Desk Team Leaders are the first line of management team responsible for teams of Customer Service Executives who work to ensure the delivery of operational support to those seeking access to the TRICARE Overseas Programme (TOP), responding to inbound calls or contacts from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.

Requirements

• Accomplished ability to understand and operate effectively in a crisis situation
• Accomplished expertise in communicating up, down and laterally in a clear and concise manner
• Accomplished ability to understand, interpret and execute given guidance with minimal supervision
• Accomplished ability to take the initiative and accept responsibility for his or her decisions
• Accomplished ability to provide purpose, direction and motivation to subordinates and peers alike
• Accomplished ability to delegate and supervise tasks appropriately
• Proven ability to work and excel under high pressure situations
• Proven ability to multi-task and prioritize in a rapid and effective manner
• Understands how to manage and operate in a diverse group
• Executes and encourages effective, logical and methodical problem solving techniques in a timely manner
• Customer service and quality driven
• Leadership
• Customer Focus
• Communication Skills
• Problem Solving
• Drive for Results
• Business Focus
• Teamwork and Collaboration
• Developing and Coaching
• Proven leadership success in an Operational service deliver setting, call centre experience advantageous.
• Must have previously supervised or managed direct reports
• Fluent English

Nice To Haves

• Fluency or proficiency in any other language is preferred but not essential

Responsibilities

• Overall responsibility for the service delivery of the Global First Call Desk teams, managing teams of Customer Service Executives who provide administrative support to beneficiaries contacting the Global First Call Desk seeking access to healthcare services through the TRICARE Overseas Programme (TOP)
• Ensures the high degree of quality service delivery is executed by the Global First Call Desk.
• Ensures Service Level Agreements/Contract standards are met or exceeded at all times, using the most cost effective and efficient means appropriate
• Ensures all personnel adhere to the appropriate procedures within the Global First Call Desk Operations Policy and Processes
• Ensures the proper allocation of resources to all workloads, ensuring the highest level of service delivery at all times.
• Responsible to taking part in audits and governance oversight as required.
• Responsible for defining BCP arrangements and testing these annually to ensure effectiveness.
• Leads by example in working other TRICARE teams to ensure the seamless execution of all service delivery.
• Responsible leading the development of rota’s for the Customer Service Executive teams to ensure resources are available to meet client demand effectively.
• Collaborating and maintaining positive and effective working relationships with stakeholders and teams to meet client expectations
• Ensures appropriate escalation procedures are followed by all members of the operational staff
• Responsible for the administrative requirements of leading a team of Team Leaders.
• Ensures that the operations manager is fully and regularly briefed on any performance issues impacting the team.
• Ensures the timely and proper delegation, direction, and escalation of service recovery activities.
• Ensures all members of the operations staff are familiar with all the relevant and most up to date International SOS policies and procedures
• Ensures the proper execution and documentation process is followed for all actions for all actions regarding specific individual performance, disciplinary or grievance matters in accordance with International SOS policy and the guidelines set forth from higher management
• Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Executes all reasonable duties and tasks as requested by the Operations Manager and or other senior management members.
• Managing the performance of the Team, including ongoing and annual performance appraisals.

What This Job Offers

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