Job Summary:
The Team Leader is responsible for providing oversight of the day-to-day operations of assigned
customer program(s) during a designated shift. This position will assist management with customer
escalations and monitoring of critical processes. The Team Leader is responsible for coaching and
developing their assigned team. This position is responsible for providing the necessary tools and
support for the team to perform its tasks and ensure the continued fulfillment of our customer’s needs.

Responsibilities:

• Manage a team of Customer Service Representatives (CSRs) to achieve or exceed goals and key performance indicators by ongoing coaching and mentoring.
• Ensure that CSRs are informed and trained on product and system updates necessary to perform their tasks effectively.
• Conduct business reviews and performance management activities to assist in the CSR’s continuous development.
• Complete daily and weekly coaching sessions with CSR’s.
• Perform floor support duties as a subject matter expert on policy and procedural items and handle escalated calls when needed.
• Assist in queue management using the tools available to them.
• Assist with the preparation of business reports (which includes but not limited to CSR KPI performance, scorecards, case analysis).
• Implement and qualify assessments to measure the performance level of the team, providing constant monitoring metrics assigned to the team and quality standards required by the account.
• Attend internal and external calibration sessions and other client meetings.
• Perform administrative and other similar tasks, as assigned.
• Act as a liaison between management/Human Resources group and the CSRs. This means all matters pertaining to benefits, grievances and other HR matters should be escalated for appropriate action.
• Conduct team building activities and design performance-based incentive programs.
• Ensure that the CSRs conduct themselves in accordance with the Employee Handbook and other policies that may be enforced at any given time.

Knowledge, Skills and Experience:

• College degree or equivalent work experience.
• Previous call center supervisory experience in healthcare accounts or collections accounts preferred.
• Experience assisting and resolving escalated customer impacting scenarios.
• Strong business acumen and focus on operational excellence.
• Excellent verbal and written communication skills.
• Dynamic leadership skills.
• Demonstrate strong problem-solving skills and sound judgment and decision-making ability.
• Ability to apply analytical thinking to troubleshooting and problem resolution.
• Ability to present information and respond to questions to a variety of levels internal and external partners.
• Experienced in delivering coaching and feedback.
• Contributes to team effort by working on related projects as needed.
• Ability to work in within a high pressure environment and maintain a positive demeanor for the customer and employee.
• Strong organizational and time management skills.
• Intermediate to advanced proficiency of Google drive, Microsoft Office applications.
• Ability to read, write, speak and understand the English language in a business environment.
• Bilingual skills may be needed for some roles.
• Must be flexible with schedules and available to work a variety of shifts to include weekends, overnights, holidays or extra shifts to meet the needs of the business.