Team Leader – Operations, Healthcare Call Center – Medicare/Medicaid

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

📋 Description

• Oversee, assess, and analyze associate performance in relation to established KPIs

• Deliver personalized feedback to associates to ensure achievement of objectives and adherence to Everise standards

• Maintain a consistent presence on the production floor as well as on communication platforms

• Engage with associates to promote effective work practices and ensure systems are functioning properly

• Review and authorize daily payroll for associates

• Develop and execute written action plans for associates who are underperforming

• Address customer escalations effectively

• Manage the flow of communication among contact center management, clients, and associates

• Take part in the selection and interviewing process for new associates

• Provide necessary on-the-job training or up-training as required

⛳️ Requirements

• Capability to monitor and assess associate performance against KPIs

• Skill in providing performance feedback and ensuring objectives and standards are achieved

• Proficiency in communicating with contact center management, clients, and associates

• Competence in resolving customer escalations

• Involvement in associate selection and interviewing processes

• Ability to deliver on-the-job training or up-training

• Motivation and skills necessary for success in the role

🏝️ Benefits

• Work-at-home program

• Culture that emphasizes diversity and inclusion

• Supportive and enjoyable work environment

• Commitment to equal-opportunity employment