We are adding a new Team Lead to our Global Service Center! The Team Lead - Global Service Center balances direct customer support with team coordination and oversight. They are responsible for assisting management in providing quality and efficient service to members through the daily management of the Global Service Center team. This will include participation in hiring, motivating, recognizing/rewarding, coaching/mentoring, training, and problem solving.
Additionally, the position will act as the subject matter expert (SME) assisting Global Service Center Specialists in resolving issues in a timely manner. They will be required to work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of training and process improvement.
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Responsibilities:
• Act as escalation point to team members regarding member issues and concerns.
• Work at the guidance of, and in tandem with, Global Service Center (GSC) Management to ensure all inquiries are answered in a timely, efficient, and knowledgeable manner along with overseeing and managing assistance services.
• Master complex queues, calls, cases, and tasks, including accepting and addressing escalated calls/requests.
• Demonstrate proficiency in coordinating emergency ground or air transportation as recommended by the medical team, as needed, to provide appropriate urgent care to patients.
• Follow established protocols as defined in the Global Service Center Procedure Manual and/or Special Operating Procedures.
• Work with the GSC Management team to identify and deliver positive change and efficiencies.
• Escalate any appropriate issues to senior management.
• May participate in, and/or lead, departmental and interdepartmental workgroups and/or projects.
• Support with call and email inventory as needed.
• May participate in new hire interviews.
• Work closely with the GSC team members by motivating, mentoring, and coaching them.
• Other duties as assigned.
Requirements:
• Bachelor's degree and/or equivalent experience.
• Excellent verbal and written communication skills
• Exhibit problem solving and conflict resolution skills.
• Excellent organizational skills and the ability to multi-task within a fast-paced service center environment
• Ability to manage complex client issues successfully and independently on a time-sensitive basis.
• Demonstrate personal ownership of tasks and follow through to get desired results.
• Attend, and at times, conduct scheduled team meetings.
• Ability to work on holidays and/or after scheduled work hours; schedule flexibility is necessary in this position (the Global Service Center is a 24/7/365 department).
• Multi-lingual skills preferred.
• Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access).
Working Conditions:
• Flexibility to work in an office and/or at-home, remote office environment.
• Overtime and/or schedule flexibility are occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
• Physical Demands: Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.