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 real-time coaching, motivation, mentoring, development, recognition, and performance appraisal for an assigned team. It includes planning, prioritizing, and assigning work; communicating performance objectives and helping team members resolve problems through daily meetings; observing behavior and listening to calls; and serving as the first-level leader in the chain of command. The Team Leader administers corporate and departmental policies, practices, and procedures, including union contract administration. The role monitors schedules, inventory, processes, quality, operational standards, and customer-specific performance guarantees. It identifies and implements workflow, system, quality, and process improvements; maintains positive relationships with Service Line Areas and Union Leadership; and works with internal and external stakeholders to solve business problems and support an optimal customer experience. The position also participates in hiring and selection and maintains professional and technical knowledge through workshops and training.

Requirements

High school graduate 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, IM, 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

Supervise assigned Contact Center team members onsite or remotely.
Provide real-time coaching, motivation, mentoring, development, recognition, and performance appraisal.
Plan, prioritize, and assign work.
Communicate performance objectives and help team members resolve problems through daily meetings and face-to-face or virtual meetings.
Observe team member behavior, including by walking around and listening to calls.
Provide first-level leader support in the chain of command.
Administer and adhere to corporate and departmental policies, practices, and procedures, including union contract administration.
Monitor adherence to daily schedules and inventory levels.
Monitor processes to ensure operational standards, quality, and customer-specific performance guarantees are met.
Identify opportunities and implement 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 partnerships to support the customer experience.
Participate in hiring and selection of team members.
Maintain professional and technical knowledge by attending workshops and training.