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Team Lead, Customer Care

Job Summary:

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions:

Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
Properly document coaching and development conversations in HR system
Complete performance appraisals; write appropriate corrective actions, when needed
Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
Analyze and leverage data to make recommendations, decisions and improve team performance
Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
Promote positive change management
Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
Implement, enforce, and support company and departmental policies and procedures
Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
Conduct interviews and evaluate candidates for hiring purposes
Performs any other job related duties as requested

Education and Experience:

High School or GED required
Associates preferred
Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
One (1) year of outbound call center experience preferred
Previous supervisory/leadership experience in a call center environment is strongly preferred

Competencies, Knowledge and Skills:

Intermediate proficiency level in MS Word, Excel and PowerPoint
Ability to communicate verbally and in written form with a variety of levels within organization
Ability to work independently and within a team environment
Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred
Attention to detail
Critical listening and thinking skills
Coaching and development skills
Strategic management skills
Proper grammar usage
Time management skills
Conflict resolution skills
Customer service oriented
Leadership experience and skills
Critical listening and thinking skills
Decision making/problem solving skills

Licensure and Certification:

None required

Working Conditions:

General office environment; may be required to sit or stand for extended periods of time
Travel is not typically required

Compensation Range:

$54,500.00 - $87,300.00

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly/salary):

Salary

Organization Level Competencies