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Team Leader, Operations CRM

Req #: CNX00049920
Location: Greenville, SC US
Job Category: CRM
Are YOU a POSITIVE, CAN DO leader?  Do you have additional leadership skills that would make you a bigger asset to our growing organization?  Team Leads set the tone for their teams; The most effective TLs create a welcoming work environment by establishing a rapport with their agents that encourages teamwork, creativity and excellence. When advisors feel that they are valued, respected and treated fairly by their management, they will be highly motivated to perform well and deliver outstanding service to their customers. This position provides day-to-day support of Site Leadership and Operations.  This position will provide day-to-day direction and guidance to a team of call center representatives who are handling high dollar and complex claim processing for health care provider. Based on established standards, this position will monitor staff performance on daily basis and the daily application of organizational policies and procedures, provide feedback, coaching and ongoing development to meet client and corporate quality expectations.   The Team Lead will execute calibrated action plan, task and also recommend operational improvements.  The position serves as a support role to the Operations Managers and Site Manager and will be responsible for overall team performance and improvement

  • Develop, teach, motivate, and manage team in alignment of client metrics and Concentrix culture. Engage and work with team members for opportunity improvement and success. Monitor daily, weekly and monthly performance, use all provided tools and resources for continuous coaching and feedback. Approach Operation Manager on timely basis for guidance and unresolved issues
  • Should able to work in non-voice customer service environment and use MS Excel and related tools for data analysis and identification of improvement areas for team for Quality and inventory management.
  • Drive and mange client Metrics, SLA & KPIs, ensure FIFO work alignment and Inventory Management
  • Prioritize Quality of service by team and participate/lead in improvement projects
  • Provide floor coverage for teammates at all times including site events, absenteeism, and meetings. Read all Client and Operations emails and respond with urgency and accuracy
  • Spend time on the floor with advisors to provide real-time OTS, allow for Q&A, and advisor/team observation
  • Provide Time Management, team development, and opportunity metrics with root cause Ops in weekly 1:1 sessions
  • Attend Call/Claim monitoring, calibration sessions and other ad hoc meetings as invited
  • Follow-up on disciplinary infractions and validate week to week improvement; Determine next steps.
  • Use Team Meeting time to review and discuss top team opportunities/action plans
  • Communicate with management in absence (vacation, etc) as to ensure Leadership Team awareness of outstanding performance requirements for that time
  • Ensure team completes activities/assignments in Intradiem
  • Communicate HR issues with timeliness to OPS Manager and HR
  • Work on Performance Management of Team/Individual and Communicate performance issues with timeliness to Operations Management
  • Report payroll related issues to the Ops Manager and encourage advisors to input exceptions when applicable
  • Ensure any advisor's responsibility, due to absenteeism, is fulfilled and completed
  • Recognize top performers and coach/deliver action plans for bottom performers.
  • Recognize advisor compliments, teamwork, and going above and beyond scenarios - involve others and participate in site recognition events
  • Enable your advisors to use their resources - redirect rather than simply answering/providing
  • Take escalated calls/claims live - coach for opportunities, mentor involved advisors by displaying professional behavior and verbiage to de-escalate callers appropriately
  • Be flexible and positive with all business needs change
  • Complete Quality Evaluation as per business requirement
  • Deliver Quality Evaluation feedback in a timely and comprehensive manner.
  • Develop advisors to be "big picture" thinkers, understanding why process steps are taken
  • Hold self and team accountability for attendance
  • Ensure team follows dress code and demonstrates professional behavior at all times
  • Serve is team escalation point; Conduct adequate research and investigation prior to escalating case concerns to Operations/Client
  • Attend In-Shift Meetings and manage time
  • Check/Run all reports and queries needed to identify trends or issues (voicemail, feedback, open cases, no activity, etc)
  • Continuously assist TLs in maintaining performance development paperwork, Performance tracker, and complete any advisor PIPs and Disciplinary Action before team changes - When the advisor moves, so does his/her information.
  • Inform TLs / Ops Managers of any advisor returning from FMLA or LOA prior to the return (when possible)
  • Work evenings and Saturdays, as needed.
  • Other duties as assigned
Open availability to work a 40++ hours a week
Open flexibility to work 7 days of the week, between the hours of 3am-10pm
Requirements and Qualifications
  • High School Graduation or equivalent/Associates or Bachelor Degree
  • Preference to person with Quality/Lean/Six Sigma Background

Work Experience:
  • Should have prior Team Leader/Supervisor experience in Call Center Environment
  • Candidate must have a minimum of 6 months’ successful experience as an advisor, or in current position for consideration (For Internal Job Posting only)
  • Strong Proficiency in using Excel as well as other Microsoft Office products, should able to demonstrate logical use of lookup, pivot analysis etc. for effective data study and review (Should be tested)
  • 1 year prior Supervisor / Trainer / Manager experience within a call center environment preferably with Health care insurance/Banking or Financial Sector
  • Working Knowledge of US Healthcare Industry and Claim processing would be preferred.
  • Should be well versed with capacity planning at Daily, Weekly and Monthly level
  • Good Written Communication Skills
  • Skills & Abilities
  • Development & Learning Orientation
  •  Strong data analysis skills
  • Ability to provide constructive feedback
  • Coaching and mentoring skills
  • Leadership and Team management
  • Strong Communications and Inter-personal Skills
  • Good Collaboration Skill, Proactive & self-motivated
  • Customer / Quality Focus
  • Presentation
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