Team Leader Operations - Customer Service

Team Leader Operations - Customer ServiceAs a Team Leader Operations - Customer Service, you will lead a team of Customer Service Advocates dedicated to supporting members across Government Program Plans like Individual Family Plan (IFP) and Medicare Supplement members. This is a critical role supporting a team that speaks with our members over the phone every day. You will contribute to the overall corporate mission by providing leadership, planning, coaching, and daily direction to front-line staff to meet or exceed customer service expectations to members and employers. You will cultivate ideas and facilitate process improvement initiatives which result in achieving department/division customer goals, operational efficiencies, cost-savings, customer satisfaction and retention. In addition, you will build and promote an environment of mutual trust, empowerment and teamwork by fostering and encouraging employee development while inspiring and creating accountability.QualificationsRequired:High School Diploma or GED4+ years of experience, including:Proven effective leadership in a medium to high complexity organization, or equivalent work experience typically gained through a combination of project or informal leadership that demonstrates knowledge of unit work processes, products and services, and leadership competencies.Experience in business, health care, insurance, financial services, or related industry.Ability to communicate "Voice of the Customer" to the organization; exhibits customer focus and customer relationship management skills throughout prior experience.Critical thinking and workflow management skills with demonstrated ability to comprehend and process complex concepts.Excellent oral and written communication skills including but not limited to writing reports, letters and documents for internal/external audiences, and presenting to various internal and external audiences.Demonstrated ability to create working relationships with stakeholders.Ability to lead diverse groups of individuals in highly technical, diverse settings to achieve planned goals.Strong team building skills, including coaching, mentoring, and performance improvement.Strong business technical knowledge, such as claims and member records processing, benefits and products, or processing systems.Demonstrated ability to manage change and effective use of process improvement tools and techniques to improve processes and improve customer satisfaction.Proficiency with MS Office products.Preferred:Prior Health Insurance industry experienceBachelor's DegreeFormal leadership experience in a contact center where production goals and metrics were measuredDemonstrated ability to leverage Power BI dashboards to analyze data, identify insights, and inform decisionsExperience using Microsoft 365 applications, including leveraging Copilot to enhance productivityExperience in a SAFe Agile Product Centric EnvironmentStrong change management and stakeholder engagement skills to guide adoption of AI-driven or continuous improvement initiatives.