Team Lead, Customer Care - R10989

Job SummaryThe Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.Essential FunctionsConduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plansProperly document coaching and development conversations in HR systemComplete performance appraisals; write appropriate corrective actions, when neededConduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communicationsAnalyze and leverage data to make recommendations, decisions and improve team performanceMonitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunitiesIdentify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutionsBuild positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communicationPromote positive change managementFacilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlinesImplement, enforce, and support company and departmental policies and proceduresMaintain a deep understanding and stay informed on business, new product, tools, processes, etcMonitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality programConduct interviews and evaluate candidates for hiring purposesPerforms any other job related duties as requestedEducation And ExperienceHigh School or GED requiredAssociates preferredThree (3) years of customer service experience, to include a minimum of one (1) year in a call center environment requiredPrevious supervisory/leadership experience in a call center environment is strongly preferredCompetencies, Knowledge And SkillsIntermediate proficiency level in MS Word, Excel and PowerPointAbility to communicate verbally and in written form with a variety of levels within organizationAbility to work independently and within a team environmentFamiliarity of the healthcare field and knowledge of Medicaid or Medicare is preferredAttention to detailCritical listening and thinking skillsCoaching and development skillsStrategic management skillsProper grammar usageTime management skillsConflict resolution skillsCustomer service orientedLeadership experience and skillsCritical listening and thinking skillsDecision making/problem solving skillsLicensure And CertificationNone requiredWorking ConditionsGeneral office environment; may be required to sit or stand for extended periods of timeTravel is not typically requiredCompensation Range$53,400.00 - $85,600.00 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 TypeSalaryCompetencies Fostering a Collaborative Workplace Culture - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the BusinessThis job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.