Team Lead of Care (Indianapolis, IN / Hybrid)

FreedomCare•Indianapolis, IN

1d•Hybrid

About The Position

FreedomCare is hiring a Team Lead for its Care team in Indiana. This client-centric role leads Care Coordinators and Team Support Specialists to provide a seamless customer service experience for clients and caregivers. The Team Lead mentors and advises team members, handles escalated issues, supports performance and workflow management, and contributes to process improvements, interviewing, and training. This is a hybrid position based in Indianapolis, Indiana, with three days per week in the office and two days remote. The schedule is Monday through Friday, 9:00 AM to 6:00 PM Eastern Time.

Requirements

Experience managing or supervising employees.
Exceptional experience leading, mentoring, and developing employees.
Experience with performance management.
At least 3 years of customer service experience, including interacting with customers, answering inquiries, and handling complaints effectively.
Experience with data input and case review, and the ability to build rapport and confidence with a team.
Ability to motivate a team to meet or exceed case management targets or metrics.
Computer proficiency and the ability to use technology to identify, research, and solve customer issues.
Excellent communication and organizational skills.
Poise and patience when dealing with customers.

Nice To Haves

Bilingual ability in English and Spanish, or other languages.

Responsibilities

Serve as the direct point of contact for team member inquiries or concerns and respond to and resolve escalated or complex issues.
Manage team member performance through motivation, performance assessment, consistent communication, and effective feedback.
Monitor daily workflows to ensure team members meet performance goals, follow standard policies and procedures, and comply with guidelines.
Identify system or workflow opportunities to support process improvement.
Assist the management team with interviews and new team member training.