Team Leader I - SvcOpsConCtr

With more than 7,000 employees, we are the largest health insurance company in Michigan. We offer an exciting work environment with a diverse group of employees. Our goal is to make health insurance easier for our members. We want to transform the industry and become a resource that people can trust.

Detroit, MI

Blue Cross Blue Shield of Michigan

When you think of <a href="" target="_blank" rel="noopener noreferrer">Blue Cross Blue Shield of Michigan</a> for health insurance, you can know you&rsquo;re getting much more. We're a company founded on a tradition of affordable, quality health care for everyone, improving the present and investing in the future.&nbsp;<br /><br />We offer:<br />Plans for employers and individuals that meet today&rsquo;s needs, budgets and lifestyle<br />The largest network of doctors and hospitals in the state<br />Lower health care costs Higher quality health care<br />Award-winning diversity practices<br />Grants and programs that promote better health throughout Michigan<br /><strong><br />Mission:&nbsp;</strong>We commit to being our members&rsquo; trusted partner by providing affordable, innovative products that improve their care and health.<br /><br /><a href="" target="_blank" rel="noopener noreferrer"><strong>Click here</strong></a> to learn more about our commitment to our Social Mission, view company updates and reviews, and view our awards &amp; accolades.<br /><br />For Application Timeline &amp; Selection Process:&nbsp;<a href="" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions.

keywords: departmental summary,duties,departmental preferences,other duties,departmental requirements,ability to do,knowledge


Competitive Total Compensation Package

Overview: <strong>Departmental Summary&nbsp;</strong><br /><br />The Service Operations Team Leader I will be responsible for the supervision of team members in the Contact Center Operation. Supervision may occur onsite or remotely, therefore it is important for the Team Leader I to have the ability to perform the essential duties and responsibilities both onsite and remotely.
Responsibilities: <strong>Departmental Preferences&nbsp;</strong><br /> <ul> <li>Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group. This activity includes, but is not limited to: Planning, prioritizing, and assigning work, team member face to face and virtual meetings to communicate performance objectives to staff and assist them in resolving problems through daily meetings, observing team member behavior by walking around, and listening to calls.</li> <li>Provide first level leader support in chain of command with team members. Administer and adhere to corporate and departmental policies, practices and procedures, including union contract administration.</li> <li>Monitor adherence to daily schedules and inventory levels.</li> <li>Monitor processes and ensure that operational standards, quality, and customer specific performance guarantees are met.</li> <li>Identify opportunities and implement solutions for workflow, system, quality, and process improvements.</li> <li>Develop and maintain strong and positive working relationships with Service Line Areas and respective Union Leadership.</li> <li>Interface with internal and external stakeholders, provide solutions to meet operation standards, solve simple business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience.</li> <li>Participate in hiring and selection of team members.</li> <li>Maintain professional and technical knowledge by attending workshops and training.&nbsp;</li> </ul>
Requirements: <strong><strong>Departmental Requirements<br /><br /></strong></strong>Qualifications- <br /> <ul> <li>High School Graduate or GED equivalent required. Bachelor&rsquo;s Degree in related field preferred.</li> <li>Minimum of 60 related college credits is required.</li> <li>Three (3) years customer service experience; contact center experience preferred.</li> <li>Two (2) years of demonstrated leadership ability is required.</li> <li>Certification in management, presentation skills, leadership, process improvement, and/or computer proficiency.</li> <li>Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point, Teams, etc.).</li> <li>Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills required.</li> <li>Ability to develop strong relationships and inspire trust with team members while holding them accountable.</li> <li>Excellent motivational, verbal, written and interpersonal communication skills required.</li> <li>Knowledge of customer service desktop operating systems (e.g. NCompass, Facets, MOS, IKA, etc.) preferred.</li> <li>Effective presentation skills; ability to speak effectively before diverse groups of stakeholders (internal and external).</li> <li>Mathematical abilities to perform simple calculations including application of percentages. Departmental Preferences:</li> <li>Schedule and travel flexibility; contact center hours of operation 8:00am-8:00pm; Willingness to travel to and work at other BCBSM locations (e.g., Lansing, South Lyons, Grand Rapids, etc.&hellip;).</li> <li>Ability to manage the flow of day-to-day operations and multiple priorities concurrently.</li> <li>Ability to lead effectively utilizing with various leadership modes (e.g., work in the office, virtual across the state, and work from home).</li> <li>Working knowledge of customer service contact systems and tools/resources (e.g., Verint, e-Gain, Scoreboard, NCompass, OBN, Benefit Explainer, MISource, etc.&hellip;).</li> <li>Strong decision making, organizational, time management, change management, conflict resolution, analytical and coaching skills.</li> <li>Ability to create presentations using Word, Excel, and PowerPoint for diverse audiences.</li> <li>Ability to inspire and motivate employees to perform at their best through positive encouragement and engagement initiatives.</li> <li>Working knowledge of Key, Large, Auto and URMBT products and able to identify, evaluate, and respond to key business issues of the accounts.&nbsp;</li> </ul>