Team Leader I – Service Operations Contact Centers

<p>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.</p>

Detroit, MI

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.<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="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 />Learn more about your options as an external candidate. <a href="https://bcbsm.taleo.net/careersection/2/jobsearch.ftl?lang=en" target="_blank" rel="noopener noreferrer">Click here</a> to view open positions.&nbsp; http://www.bcbsm.com

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Full-time

Competitive Total Compensation Package

Overview: 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: <ul> <li>Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group.</li> <li>This activity includes, but is not limited to: Planning, prioritizing, and assigning work, team member face to face 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.</li> <li>Administer and adhere to corporate and departmental policies, practices and procedures, including union contract administration.</li> <li>Plan and communicate the daily production schedule to staff and maintain control of the inventory.</li> <li>Monitor processes and ensure that operational standards and customer specific performance guarantees are met.</li> <li>Identify opportunities and implement solutions for workflow, system, and other process improvements.</li> <li>Develop and maintain strong and positive working relationships with 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, reviewing professional publications, and benchmarking best practices.</li> <li>Other duties may be assigned.</li> </ul>
Requirements: <ul> <li>Bachelor'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>Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point) required.</li> <li>Knowledge of call/contact center operating environment preferred.</li> <li>Knowledge of customer service contact systems (e.g. Iris, 3270, NCSW, MOS) preferred</li> <li>Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills.</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.</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 discounts, interest, commissions, proportions, and percentages.</li> <li>Program Certification in related areas is desired such as: management, presentation, leadership, process improvement, and/or computer proficiency.</li> </ul> <em>All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.</em>