Team Leader I - Service Operations Contact Centers - OPE000NB
DESCRIPTION/RESPONSIBILITIES:
BLUE CROSS BLUE SHIELD OF MICHIGAN
WEST MICHIGAN PROVIDER SERVICING
TEAM LEADER I
GRAND RAPIDS, MI
The Service Operations Team Leader I will be responsible for the supervision of team members in the Contact Center Operation. Supervision may occur onsite or remotely, therefore it is important for the Team Leader I to have the ability to perform the essential duties and responsibilities both onsite and remotely.
Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group. This activity includes, but is not limited to: Planning, prioritizing, and assigning work, team member face to face meetings to communicate performance objectives to staff and assist them in resolving problems through daily meetings, observing team member behavior by walking around, and listening to calls. Provide first level leader support in chain of command with team members. Administer and adhere to corporate and departmental policies, practices and procedures, including union contract administration. Plan and communicate the daily production schedule to staff and maintain control of the inventory. Monitor processes and ensure that operational standards and customer specific performance guarantees are met. Identify opportunities and implement solutions for workflow, system, and other process improvements. Develop and maintain strong and positive working relationships with respective Union Leadership. Interface with internal and external stakeholders, provide solutions to meet operation standards, solve simple business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience. Participate in hiring and selection of team members. Maintain professional and technical knowledge by attending workshops, reviewing professional publications, and benchmarking best practices. Other duties may be assigned.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, protected veteran status or status as an individual with a disability.
EOE -Veteran /Disabled/Minority/AA/F/M/SO