Team Lead, Customer Care

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and guide your team to achieve goals, meet regulatory requirements, ensure compliance, and uphold departmental standards.

• Conduct coaching sessions on a regular basis.

• Accurately document coaching and developmental discussions in the HR system.

• Complete performance evaluations.

• Organize monthly team meetings and huddles.

• Analyze and utilize data to inform recommendations and decision-making.

• Monitor essential operational performance metrics.

• Identify processes, tools, systems, and behaviors that adversely affect efficiency.

• Foster positive relationships and interactions with internal colleagues and leaders.

• Advocate for effective change management.

• Facilitate the prompt resolution of tasks that are time-sensitive.

• Implement, uphold, and support company policies and procedures.

• Evaluate calls for quality, compliance, efficiency, and customer satisfaction.

• Conduct interviews and assess candidates for hiring purposes.

⛳️ Requirements

• High School diploma or GED is required.

• Associate's degree is preferred.

• A minimum of three (3) years of customer service experience.

• At least one (1) year of experience in a call center environment is required.

• Previous supervisory or leadership experience in a call center setting is highly preferred.

• Intermediate proficiency in MS Word, Excel, and PowerPoint.

• Ability to communicate effectively, both verbally and in writing, with various organizational levels.

• Capability to work independently as well as collaboratively in a team setting.

• Familiarity with the healthcare sector and knowledge of Medicaid or Medicare is preferred.

• Strong attention to detail.

• Excellent critical listening and thinking skills.

• Proficient in coaching and development.

• Strong strategic management capabilities.

• Proper use of grammar in communication.

• Effective time management skills.

• Skills in conflict resolution.

• Customer service oriented.

• Demonstrated leadership experience and skills.

• Decision-making and problem-solving abilities.

🏝️ Benefits

• Bonuses linked to both company and individual performance.

• A comprehensive total rewards package.