About The Position
The Employer Services, Team Lead leads the Account Management teams in a high-volume, queue-based environment. This role is responsible for driving service excellence, meeting strict SLAs, ensuring regulatory compliance, and developing high-performing teams. The Team Leader partners with internal and external stakeholders to address changing regulations, product updates, and service needs while promoting continuous improvement, operational efficiency, and employee engagement. This position plays a key role in leveraging AI and automation to scale operations, reduce manual work, and mitigate risk.
Requirements
- 3+ years of leadership or supervisory experience
- Experience leading teams in high-volume, queue-based environments
- Proven success meeting Service Level Agreements
- Strong communication, leadership, and organizational skills
- High attention to detail and accuracy
- Project management experience, including cross-functional initiatives
- Proficiency in WHC, Salesforce, and Microsoft Excel
- Ability to adapt to changing priorities
- Demonstrated experience leveraging AI and automation to improve efficiency and performance
Responsibilities
- Team Leadership & Development Coach, develop, and mentor Account Managers
- Lead team meetings, 1:1s, goal setting, and performance reviews
- Manage onboarding, scheduling, and timecard processes
- Establish clear performance expectations aligned with business goals
- Proven ability to cultivate a supportive, collaborative, and engaged team culture
- Monitor call and email volumes to ensure SLA compliance
- Manage staffing and capacity to meet workload demands
- Own productivity, renewal, and quality reporting
- Ensure consistent adherence to quality and service standards
- Identify and implement process improvements and best practices
- Proactively evaluate and integrate AI and automation solutions to drive scale, reduce manual processes, and mitigate operational risk
- Develop and maintain workflows, documentation, and training materials
- Collaborate across departments to resolve operational issues and improve service delivery
- Resolve employer and partner escalations
- Review and manage client scopes of service and SLAs
- Communicate risks, priorities, and project updates to leadership
- Support and maintain Partner/Client OnePoint relationships
- Lead and manage cross-departmental projects from planning through execution
- Partner with internal stakeholders to align timelines, resources, and deliverables
- Monitor project progress and ensure alignment with business objectives
- Demonstrate company values and leadership behaviors
- Ensure compliance with HIPAA, HITECH, and related regulations
- Perform additional duties as assigned
- Additional job duties and responsibilities may arise and the Team Leads are expected to perform these additional tasks as assigned.
Benefits
- Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
