Team Leader, Operations – Member Outreach

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

📋 Description

• Lead a team of departmental personnel and manage workload while ensuring the achievement of operational objectives.

• Oversee daily operations, providing leadership and guidance to meet team goals and expectations.

• Support the team in their work processes and procedural adherence.

• Cultivate a positive, accountable, and collaborative team environment.

• Act as the main point of contact for operational updates and escalations, including engaging with customers as necessary.

• Ensure staff are adequately trained in processes and procedures, responding professionally, courteously, promptly, and accurately to inquiries.

• Offer continuous coaching, developmental feedback, and conduct performance assessments.

• Work in partnership with departmental and cross-functional teams to set performance targets and track progress.

• Identify and address any gaps in systems or processes.

• Recognize trends, ascertain root causes, document and report issues, and implement effective solutions.

• Perform random audits, evaluate results, and develop performance improvement plans as needed.

• Create and execute short- and long-term service objectives and methodologies upon approval.

• Address escalated concerns from clients and customers.

• Represent the department in corporate projects when required.

• Maintain member and customer satisfaction while ensuring compliance with relevant requirements.

⛳️ Requirements

• Bachelor’s degree or advanced degree (if applicable), or at least 7 years of experience in a relevant field in lieu of a degree.

• A minimum of 3 years of experience in a related field.

• Currently, Blue Cross NC will not provide sponsorship for employment authorization for this position.

• Strong proficiency in Microsoft Excel, including formulas, pivot tables, charts, filters, and operational tracking is highly preferred.

• Experience in creating professional presentations, leadership updates, and reports using Microsoft PowerPoint.

• Knowledge of Microsoft SharePoint for managing documentation, procedures, and team resources.

• Familiarity with Genesys Cloud or a similar contact center platform for queue management, interaction monitoring, and performance reporting.

• Experience with workforce management and collaboration tools such as Smart Desktop, Microsoft Teams, Outlook, and Power BI.

🏝️ Benefits

• Medical, dental, and vision coverage.

• A variety of health and wellness programs.

• Parental leave and support.

• Assistance with adoption and surrogacy.

• Career development opportunities.

• Tuition reimbursement for further education.

• 401k matching, including an annual company contribution.

• Annual Incentive Bonus based on the achievement of corporate goals and individual performance.

• Paid Time Off (PTO).

• Emphasis on work-life balance, flexibility, and autonomy.

• Remote work options with a few in-office visits each year for significant engagements.