Team Leader I - Medicare Advantage Servicing

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 (Hybrid)

Blue Cross Blue Shield of Michigan

When you think of <a href="https://www.bcbsm.com/" 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 />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="http://www.bcbsm.com/index/about-us/our-company.html" 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="https://s3.amazonaws.com/data.vizirecruiter.com/Images/BCBSMCareers+-+Quick+Reference+Guide.pdf" target="_blank" rel="noopener noreferrer">Click Here</a>. Learn more about your options as an external candidate. <a href="https://ejko.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3/requisitions" target="_blank" title="BCBSM" rel="noopener noreferrer">Click here</a> to view open positions. http://www.bcbsm.com

keywords: position summary,training,management,teamwork,education,experience,knowledge,skills,certification,departmental preferences

Supervisor

Competitive Total Compensation Package

Overview: <strong>The Service Operations Team Leader I will be responsible for the supervision of team members in the Contact Center Operation.&nbsp; 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.</strong>&nbsp;
Responsibilities: <ul> <li> <div>Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group.&nbsp; This activity includes, but is not limited to:&nbsp; 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.&nbsp;&nbsp;<br />&nbsp;</div> </li> <li> <div>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.<br />&nbsp;</div> </li> <li> <div>Monitor adherence to daily schedules and inventory levels.&nbsp;<br />&nbsp;</div> </li> <li> <div>Monitor processes and ensure that operational standards, quality, and customer specific performance guarantees are met.<br />&nbsp;</div> </li> <li> <div>Identify opportunities and implement solutions for workflow, system, quality, and process improvements.<br />&nbsp;</div> </li> <li> <div>Develop and maintain strong and positive working relationships with Service Line Areas and respective Union Leadership.<br />&nbsp;</div> </li> <li> <div>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.&nbsp;<br />&nbsp;</div> </li> <li> <div>Participate in hiring and selection of team members.&nbsp;<br />&nbsp;</div> </li> <li> <div>Maintain professional and technical knowledge by attending workshops and training.</div> </li> </ul>
Requirements: <ul> <li> <div>High School Graduate or GED equivalent required. Bachelor&rsquo;s Degree in related field preferred.<br />&nbsp;</div> </li> <li> <div>Minimum of 60 related college credits is required.&nbsp;<br />&nbsp;</div> </li> <li> <div>Three (3) years customer service experience; contact center experience preferred.&nbsp;<br />&nbsp;</div> </li> <li> <div>Two (2) years of demonstrated leadership ability is required.<br />&nbsp;</div> </li> <li> <div>Certification in management, presentation skills, leadership, process improvement, and/or computer proficiency.&nbsp;&nbsp;<br />&nbsp;</div> </li> <li> <div>Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point, Teams, etc.).<br />&nbsp;</div> </li> <li> <div>Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills required.<br />&nbsp;</div> </li> <li> <div>Ability to develop strong relationships and inspire trust with team members while holding them accountable.<br />&nbsp;</div> </li> <li> <div>Excellent motivational, verbal, written and interpersonal communication skills required.<br />&nbsp;</div> </li> <li> <div>Knowledge of customer service desktop operating systems (e.g. NCompass, Facets, MOS, IKA, etc.) preferred.<br />&nbsp;</div> </li> <li> <div>Effective presentation skills; ability to speak effectively before diverse groups of stakeholders (internal and external).<br />&nbsp;</div> </li> <li> <div>Mathematical abilities to perform simple calculations including application of percentages.&nbsp;</div> </li> </ul> <p>&nbsp;</p> <p><strong>Must pass Team Leader selection system.</strong></p> <p>&nbsp;</p> <p><strong>Departmental Preferences:&nbsp;</strong></p> <ul> <li><span id="content-1793971789349" class="fui-ChatMessage__body rojuldx ___1ah1meq f10pi13n ftqa4ok f2hkw1w f8hki3x f1d2448m f1bjia2o ffh67wi f1j6vpng f1pniga2 f987i1v f1ffjurs f15bsgw9 f14e48fq f18yb2kv fd6o370 ffwy5si f3znvyf f57olzd f4stah7 f480a47 fs1por5 fk6fouc figsok6 fkhj508 f19n0e5 f9ijwd5 f10b60rb f1v4unfw fy7pe4h f1ozlkrg f1o0qvyv f9ggezi f1xp5gbu f150uoa4 fd9xhir f16xq7d1 fo7qwa0 f177k0fs f17bqso3 f1j5o371 fivqahe f13jgbzd f17mw6uj fe2b124 f1b66018 f1bts66m f1hn4qjr f1d2f78s f173d95u fbjrqax fdqwk0p fy6m5p3 f1vrrx78 f1v6t083 f2u1mc8 f1gjr3dg f1kvxtlz f1u29wun f19rf2e8 fv47gsh fdgrck0 ft3ppct fu30ave f154olw5 f14kvx6u f1u14vn4 fhgpem f16panfu f1tw4n5 f1px5u26 fkmdl83 f3yhda0 fqo3auu f126zdd7 f169kzel fj0my40 f11ad0l7 fr1kj8n fhawty1 fiypm46 fnxf4x6 f17rr2io f3ig4e1 fk2wrha f1m9js1a f1h2wneh f1gubmt6 f1kgs8fa fv5zswm fmhrxnv fgrnktu f1hklkjn f1ph6szq febf4el f10l8nb2 f1vg27j9 f9lbf8a fuvyqc0 f12hejqu f17plyqr f9fvb40 f1l75seh f12ddx6f f1dmo3k1 f1ng9t6j f179h0yr f13o2m99 faezm8j f1uhvsfx fumbdvh fvcodx4 f1nhljyx fogqa44 f14fhkrx f1pxygy3 f1g52zlq f1nhe1e9 f55y0q2 f1kn1jwh fy8sf93 fxxi9y3 f97gllq filo29d fnfbi1b fp3itj6 fbbaoo fq57owd f1rpd1h4 f7b22yt f172kwkv f1dcu9bl fm0vs4o f3hblwd f1mfbrlb fzw4u5t f8rgqsn fsdod74 f1jibe0u frqv1ao f1qkyq2a f12g7xth fqjwtds f1yy1qmr fekkzui fw8gcyi fcovd4x f1i130tl fc9ilmn flk4pvz f1yjgpb3 f19pdwnu fyf5pr f7nsxms f1imrukw fqh302p f1jtr2hf fui-Primitive ___11tzqds f1oy3dpc f89hs3r fqtknz5 fyvcxda" dir="auto" data-teams="true">Medicare Advantage Experience</span></li> </ul>