Customer Service Team Lead I ( Voice Process)

Elixir 360; United States; Hybrid; USD 90,000 - 140,000; Full time

Job summary

Elixir 360 in the United States is seeking an experienced leader to manage the operational workflow of a frontline contact center. You will coach and develop frontline specialists, ensure exceptional customer satisfaction, and align with strategic goals and processes for subrogation claims.

The role emphasizes empathy, data-driven improvement, and cross-functional collaboration to enhance customer outcomes and operational performance.

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Ability to interact effectively and coach others with empathy.
• Advanced knowledge of Subrogation, coverage, negotiation/arbitration where applicable.
• Analytical skills to reconcile data and prepare complex reports.

Responsibilities

• Manage the operational workflow and drive customer satisfaction.
• Coach and develop frontline specialists; promote empathetic service.
• Review satisfaction results and implement action plans; audit calls and provide feedback.
• Identify trainable candidates through voice interviews.
• Identify issues and propose improvements across claims processes.
• Develop and manage processes to ensure fast, fair, compassionate service.

Skills

Call Center Management

Coaching

Customer Experience Management

Leadership

People Management

Relationship Building

Subrogation Claims

Team Management

Voice Process

Education

Bachelor's degree or equivalent experience

Job description

Job Summary

Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.

Responsibilities

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met.
• Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues.
• Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor.
• Conduct voice interviews to identify trainable candidates.

Administration and Operational Management

• Identifies issues and potential solutions on all aspects of the claims business.
• Gathers, analyses and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information.
• Assists leadership in developing strategies of operational improvement.
• Assists with establishing unit goals/objectives.
• Participates in the implementation of process improvement, operational performance and effectiveness programs and changes.
• Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy.
• Ensures adherence to empathetic and responsive customer service in all transactions.

Training - Develop and Deliver

• Participates in assessing unit needs for training and development.
• Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training.

Knowledge / Skills / Abilities / Experience

• Bachelors degree in related field preferred or equivalent experience.
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy.
• Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation.
• Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis.
• Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships.

Experience

8-15 years and 3 to 4 years of people management experience, preferably managing voice or blended teams.

Primary Skills

• Call Center Management
• Coaching
• Customer Experience Management
• Leadership
• People Management
• Relationship Building
• Subrogation Claims
• Team Management
• Voice Process

Shift Time

Shift C (India)

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