Service Operations Team Leader (Remote & Onsite)

Blue Cross Blue Shield of Michigan; Detroit (MI); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Blue Cross Blue Shield of Michigan is seeking a Service Operations Team Leader I to supervise a contact center team, with responsibilities that may be onsite or remote. The role emphasizes coaching, performance management, and adherence to policies while driving service quality.

The ideal candidate will have a high school diploma or GED, at least 60 college credits, and 3 years of customer service experience with 2 years in leadership.

Qualifications

• Minimum 60 related college credits required.
• Three (3) years customer service experience; contact center experience preferred.
• Two (2) years of demonstrated leadership ability is required.
• Proficient with PC applications (Email, Chat, IM, Word, Excel, PowerPoint, Teams).

Responsibilities

• Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group.
• Provide first level leader support in chain of command with team members and administer procedures.
• Monitor adherence to daily schedules and inventory levels.
• Ensure operational standards, quality, and customer performance guarantees are met.
• Identify opportunities and implement workflow, system, quality, and process improvements.
• Develop and maintain relationships with Service Line Areas and Union Leadership.
• Interface with stakeholders to meet operation standards and customer experience.
• Participate in hiring and selection of team members.
• Maintain professional knowledge through training and workshops.

Skills

Leadership

Coaching

Communication

Problem solving

MS Excel

Team management

Education

High School diploma or GED required

60 college credits required

Bachelor's degree preferred

Tools

MS Office Suite

Job description

Blue Cross Blue Shield of Michigan is seeking a Service Operations Team Leader I to supervise a contact center team, with responsibilities that may be onsite or remote. The role emphasizes coaching, performance management, and adherence to policies while driving service quality.

The ideal candidate will have a high school diploma or GED, at least 60 college credits, and 3 years of customer service experience with 2 years in leadership.