Team Lead, Customer Care - Member - R9555

CareSource; Nevada (IA); On-site; USD 53,000 - 86,000; Full time

Job summary

A leading company in the insurance sector is seeking a Team Lead for Customer Care operations to guide and mentor their team. This position is vital in maintaining high standards of service delivery, compliance, and team performance, along with developing action plans to address operational challenges. The candidate will ideally have significant experience in customer service and leadership within a call center environment.

Qualifications

• Minimum of three years' customer service experience, including one year in a call center.
• Leadership experience in a supervisory role in a call center is preferred.

Responsibilities

• Lead and direct team to meet performance standards.
• Conduct coaching sessions and performance evaluations.
• Develop action plans based on operational performance data.

Skills

Customer service oriented

Leadership experience and skills

Time management skills

Coaching and development skills

Conflict resolution skills

Education

High School Diploma or GED

Associates Degree or equivalent years of relevant work experience

Tools

MS Word

Excel

PowerPoint

Job description

Team Lead, Customer Care - Member - R9555

2 days ago Be among the first 25 applicants

Job Summary

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Job Summary

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions

• 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
• Perform any other job duties as requested or assigned
  
  

Education And Experience

• High School Diploma or GED is required
• Associates Degree or equivalent years of relevant work experience is preferred
• Minimum of three years (3) of customer service experience, to include a minimum of one (1) year in a call center environment is required
• Previous supervisory/leadership experience in a call center environment is strongly preferred
  
  

Competencies, Knowledge And Skills

• Intermediate proficiency level in MS Word, Excel and PowerPoint
• Ability to communicate verbally and in written form with a variety of levels within organization
• Ability to work independently and within a team environment
• 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
• Critical listening and thinking skills
• Decision making/problem solving skills
  
  

Licensure And Certification

• None
  
  

Working Conditions

• General office environment; may be required to sit or stand for extended periods of time
  
  

Compensation Range

$53,400.00 - $85,600.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type

Salary

Competencies

• Create an Inclusive Environment - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business
  
  

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Insurance

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