Team Lead of Care (Kansas City, MO / Remote)

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Requirements:

• Minimum of 1-2 years of leadership experience in managing, coaching and developing employees
• Experience with performance management and corrective action
• 3+ years customer service experience; ability to provide a seamless Customer Service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaints
• Demonstrated ability to navigate change successfully and adapt quickly
• Experience leading team through change using situational coaching skill & emotional intelligence
• Proficiency in MS Word, Excel, Outlook and PowerPoint; ability to leverage technology to identify, research and solve customer issues
• Strong organizational and problem-solving skills, and the ability to work independently
• Effective verbal and communication skills
• Healthcare background working with patients and/or caregivers.

Responsibilities:

• Serve as the direct point-of-contact for team member inquiries and concerns
• Guide team members in handling complex customer inquiries, resolving escalations, and ensuring that issues are resolved efficiently and effectively
• Navigate across multiple platforms to review data and monitor team performance, ensuring adherence KPIs to reach manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback
• Conduct ongoing performance management throughout the year to include feedback, coaching, and corrective action making recommendations about appropriate performance actions timely and perform annual performance review of team members
• Lead, motivate, and support a team of customer service representatives, navigating across multiple platforms to review data ensuring adherence to KPIs, analyzing reports on team performance and metrics, setting performance expectations, assessing performance, and providing ongoing coaching and constructive feedback
• Foster open and effective communication, creating a feedback loop within the team and with other departments
• Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
• Assist the management team with the interview processes for new candidates and new team member training
• Demonstrate ability to analyze and interpret data to tell the performance story of the team member.
• Takes on new opportunities and challenges with a high sense of urgency and enthusiasm.
• Closely monitor key performance metrics to ensure the success of our operations
• Conduct call reviews, evaluations, and observational reviews
• When inefficiencies or areas of process improvement are identified, propose creative solutions and present to management for consideration
• Ensure that team members are adhering to quality standards, documented processes, policies, and procedures and utilizing the Knowledge Base to ensure consistent operations