Team Lead, Customer Care

CareSource • Indianapolis, IN

3d

About The Position

Job Summary: The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met. Essential Functions: Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans Properly document coaching and development conversations in HR system Complete performance appraisals; write appropriate corrective actions, when needed Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications Analyze and leverage data to make recommendations, decisions and improve team performance Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication Promote positive change management Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines Implement, enforce, and support company and departmental policies and procedures Maintain a deep understanding and stay informed on business, new product, tools, processes, etc Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program Conduct interviews and evaluate candidates for hiring purposes Performs any other job related duties as requested

Requirements

• High School or GED required
• Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
• Intermediate proficiency level in MS Word, Excel and PowerPoint
• Ability to communicate verbally and in written form with a variety of levels within organization
• Ability to work independently and within a team environment
• Attention to detail
• Critical listening and thinking skills
• Coaching and development skills
• Strategic management skills
• Proper grammar usage
• Time management skills
• Conflict resolution skills
• Customer service oriented
• Leadership experience and skills
• Critical listening and thinking skills
• Decision making/problem solving skills

Nice To Haves

• Associates preferred
• Previous supervisory/leadership experience in a call center environment is strongly preferred
• Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred

Responsibilities

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
• Properly document coaching and development conversations in HR system
• Complete performance appraisals; write appropriate corrective actions, when needed
• Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
• Analyze and leverage data to make recommendations, decisions and improve team performance
• Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
• Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
• Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
• Promote positive change management
• Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
• Implement, enforce, and support company and departmental policies and procedures
• Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
• Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
• Conduct interviews and evaluate candidates for hiring purposes
• Performs any other job related duties as requested

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees