Team Lead, Customer Care

Role Overview

• The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.
• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans.
• Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities.
• Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication.

Requirements

• High School or GED required
• Associates preferred
• Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
• Previous supervisory/leadership experience in a call center environment is strongly preferred
• Intermediate proficiency level in MS Word, Excel and PowerPoint
• Ability to communicate verbally and in written form with a variety of levels within organization
• Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred

Benefits

• health insurance
• retirement plans
• paid time off
• flexible work arrangements
• professional development
• bonuses