Team Lead, Customer Care
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Job Description
Team Lead in Customer Care managing a team to meet goals and standards. Focused on coaching, data analysis, and operational efficiency in a remote setup.
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
Requirements:
- High School or GED required
- Associates preferred
- Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
- One (1) year of outbound call center experience preferred
- Previous supervisory/leadership experience in a call center environment is strongly preferred
- Intermediate proficiency level in MS Word, Excel and PowerPoint
- Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred
- 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
- Decision making/problem solving skills
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
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