Team Lead – Operations

Independence Blue Cross; Pennsylvania; On-site; USD 60,000 - 80,000; Full time

Job summary

Independence Blue Cross is seeking a supervisor-level professional to monitor agent calls, coach staff, and drive adherence to QA/AHT benchmarks. You will lead performance improvement initiatives, coordinate training, and provide data-driven insights to support workforce management.

The role requires strong communication, project management, and leadership skills, with schedule flexibility to cover peak hours.

Qualifications

• Minimum high school diploma or equivalent required.
• Two years of college education preferred.
• Excellent oral and written communication skills and ability to carry out assignments with minimal guidance.
• Mastery of call center customer service practices.
• Foundational understanding of IBC family of companies and related regulations.

Responsibilities

• Call monitoring of agents and supervisor calls; research and follow-through.
• Provide coaching and feedback to improve QA, AHT, and adherence.
• Coordinate short training sessions on topics as needed; run listening lounges.
• Review RX updates and process changes; support supervisor as needed.
• Handle staff questions and act as a higher level contact for unresolved issues.
• Identify high performing agents for future opportunities and leadership development.
• Prepare data for unit reports and tracking metrics.
• Respond to daily WFM chat and take calls as needed.

Skills

Call center

Coaching

Leadership

Communication

Project management

Problem solving

Time management

Analytical thinking

Attention to detail

Team leadership

Education

High school diploma

Two years college education

Tools

Microsoft Authenticator

Job description

Responsibilities

Call monitoring of agents
Supervisor calls, answer, research and follow-through
Side by Side coaching and monitoring to focus on:
QA
AHT issues
Adherence
MTM errors
Short training sessions for selected topics - as needed
Run listening lounge sessions
Review and Approve/Process RX updates (if RX edit trained)
Support the supervisor line when needed -during meeting’s, required coaching and to cover for vacations
Floor support for agent’s questions
Communicates, implements, and interprets corporate and departmental policies and procedures
Provides team members with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
Provides technical expertise related to job unit function
Compiles and prepares required data for report information pertaining to unit.
Serves as the next level contact for problems/issues that staff cannot resolve
Identifies high performing agents for future opportunities
Request form updates for follow-up time as needed
Inventory- as needed
Submit manager exception-after all research has been completed
Respond to the WFM daily chat
Take phone calls as needed
Performs all other appropriate responsibilities and duties as assigned.

Qualifications – Internal

Qualifications

Education

Minimum High School diploma or equivalent
Two years college education preferred
Experience
Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
Mastery of call center customer service practices.
Foundational understanding of IBC family of companies, organization and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.
Mastery of general health insurance products e.g. PPO, HMO, group and individual plans, assigned IBC products and services under Scope, Ancillary products, (e.g. Dental, Vision, Prescription), the Affordable Care Act, CMS requirements, HIPAA, relevant state laws and Departments of Insurance(DOI) regulations.
Demonstrate listening, verbal and written communication skills.
Can do approach to work.
Excellent communication skills
Excellent interpersonal skills, to include influencing others and negotiation
Excellent project management skills
Experience in innovative problem solving
Problem solver and self-starter
Strong attention to detail
Ability to lead multiple and varied initiatives and activities simultaneously
Analytical ability to identify and resolve staff and customer problems.
Must be able to prioritize work in an environment that changes frequently.
Schedule flexibility between hours of 8am-9pm during peak season
Must have the ability to manage organize, plan and provide leadership to staff
Developing and motivating team members to facilitate professional growth
Leadership and relationship building skills
Demonstrated time management skills
Technical / Computer Skills
Intermediate knowledge of Team Leader functions
Exposure to an operations services environment is highly recommended
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Responsibilities

Call monitoring of agents
Supervisor calls, answer, research and follow-through
Side by Side coaching and monitoring to focus on:
QA
AHT issues
Adherence
MTM errors
Short training sessions for selected topics - as needed
Run listening lounge sessions
Review and Approve/Process RX updates (if RX edit trained)
Support the supervisor line when needed -during meeting’s, required coaching and to cover for vacations
Floor support for agent’s questions
Communicates, implements, and interprets corporate and departmental policies and procedures
Provides team members with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
Provides technical expertise related to job unit function
Compiles and prepares required data for report information pertaining to unit.
Serves as the next level contact for problems/issues that staff cannot resolve
Identifies high performing agents for future opportunities
Request form updates for follow-up time as needed
Inventory- as needed
Submit manager exception-after all research has been completed
Respond to the WFM daily chat
Take phone calls as needed
Performs all other appropriate responsibilities and duties as assigned.

Qualifications

Minimum High School diploma or equivalent
Two years college education preferred
Experience
Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
Mastery of call center customer service practices.
Foundational understanding of IBC family of companies, organization and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.
Mastery of general health insurance products e.g. PPO, HMO, group and individual plans, assigned IBC products and services under Scope, Ancillary products, (e.g. Dental, Vision, Prescription), the Affordable Care Act, CMS requirements, HIPAA, relevant state laws and Departments of Insurance(DOI) regulations.
Demonstrate listening, verbal and written communication skills.
Can do approach to work.
Excellent communication skills
Excellent interpersonal skills, to include influencing others and negotiation
Excellent project management skills
Experience in innovative problem solving
Problem solver and self-starter
Strong attention to detail
Ability to lead multiple and varied initiatives and activities simultaneously
Analytical ability to identify and resolve staff and customer problems.
Must be able to prioritize work in an environment that changes frequently.
Schedule flexibility between hours of 8am-9pm during peak season
Must have the ability to manage organize, plan and provide leadership to staff
Developing and motivating team members to facilitate professional growth
Leadership and relationship building skills
Demonstrated time management skills
Technical / Computer Skills
Intermediate knowledge of Team Leader functions
Exposure to an operations services environment is highly recommended
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.