Team Leader I - Medicare Advantage Servicing

Blue Cross Blue Shield of Michigan•Detroit, MI

About The Position

The Service Operations Team Leader I supervises team members in a Contact Center Operation. Supervision may take place onsite or remotely, and the Team Leader must be able to perform essential duties in either setting. The role provides first-level leadership support, administers corporate and departmental policies and procedures—including union contract administration—and helps ensure operational standards and an optimal customer experience.

Requirements

High school diploma or GED equivalent.
At least 60 related college credits.
Three years of customer service experience.
Two years of demonstrated leadership ability.
Certification in management, presentation skills, leadership, process improvement, and/or computer proficiency.
Proficiency with PC applications and systems, such as email, chat, instant messaging, Word, Excel, PowerPoint, and Teams.
Strong decision-making, organizational, time-management, change-management, conflict-resolution, and analytical skills.
Ability to develop strong relationships and inspire trust with team members while holding them accountable.
Excellent motivational, verbal, written, and interpersonal communication skills.
Effective presentation skills and ability to speak effectively before diverse internal and external stakeholder groups.
Mathematical ability to perform simple calculations, including applying percentages.
Must pass the Team Leader selection system.

Nice To Haves

Bachelor’s degree in a related field.
Contact center experience.
Knowledge of customer service desktop operating systems such as NCompass, Facets, MOS, or IKA.
Medicare Advantage experience.

Responsibilities

Provide real-time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team members.
Plan, prioritize, and assign work; hold team meetings to communicate performance objectives and help resolve problems; observe team member behavior and listen to calls.
Serve as first-level leader in the chain of command for team members and administer and adhere to corporate and departmental policies, practices, procedures, and union contracts.
Monitor adherence to daily schedules and inventory levels.
Monitor processes to ensure operational standards, quality requirements, and customer-specific performance guarantees are met.
Identify opportunities and implement solutions for workflow, system, quality, and process improvements.
Develop and maintain positive working relationships with Service Line Areas and Union Leadership.
Interface with internal and external stakeholders, provide solutions to meet operational standards, solve simple business problems, and maintain effective business partnerships to support an optimal customer experience.
Participate in hiring and selecting team members.
Maintain professional and technical knowledge by attending workshops and training.