Team Lead, Customer Care
About The Position
The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met. This role involves conducting regular coaching sessions, performance appraisals, and team meetings to foster development and communication. The Team Lead will analyze data to improve team performance, identify areas for continuous improvement, and build positive relationships with internal and external partners. They will also facilitate the resolution of various tasks, enforce company policies, and maintain a deep understanding of the business. Additionally, the role includes monitoring calls for quality and compliance, participating in the quality program, and conducting interviews for hiring purposes.
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
Benefits
- Bonus tied to company and individual performance
- Substantial and comprehensive total rewards package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
