Job Details

REQUIRED SKILLS:
MUST PASS TEAM LEADER ASSESSMENT.  The assessment is integrated within the application process.  Please put aside approximately an hour and a half to complete the assessment in a quiet, undisturbed environment.
 * Bachelor’s Degree in related field preferred.
 * Minimum of 60 related college credits is required.
 * Three (3) years customer service experience contact center experience preferred.
 * Two (2) years of demonstrated leadership ability is required.
 * Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point) required.
 * Knowledge of call/contact center operating environment preferred.
 * Knowledge of customer service contact systems (e.g. Iris, 3270, NCSW, MOS) preferred
 * Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills.
 * Ability to develop strong relationships and inspire trust with team members while holding them accountable.
 * Excellent motivational, verbal, written and interpersonal communication skills.
 * Effective presentation skills ability to speak effectively before diverse groups of stakeholders (internal and external).
 * Mathematical abilities to perform simple calculations including application of discounts, interest, commissions, proportions, and percentages.
 * Program Certification in related areas is desired such as: management, presentation, leadership, process improvement, and/or computer proficiency.

DEPARTMENT REQUIREMENTS
 * Excellent written and verbal communication skills (writing samples and short 5-10 minutes presentation will be required).
 * Proficient in current industry PC software applications:  Word, Excel, PowerPoint and Access.
 * Core hours of work are between 7:00 a.m. and 8:00 p.m.  Rotation of shifts will occur between other Team Leaders.
 * Some travel may be required.  Non-restricted, valid driver's license required.
 * Ability to work independently and have flexibility in work schedules.
 * Excellent interpersonal skills necessary to effectively interact and communicate with all levels of personnel, internal and external, and in an engaged effort to resolve inquiries.
 * Proven ability to effectively inspire, develop, coach and lead a team.
 * Demonstrated organizational skills with the ability to manage multiple assignments, adapt to changing priorities and work under pressure and timeliness.
 * Must be self-directed and self-motivated with minimal supervision.
 * Demonstrated ability to research issues, perform root cause analysis and coordinate problem resolution.

DEPARTMENT PREFERENCE
 * Claims processing experience.