Team Lead - Operations

Responsibilities

• Call monitoring of agents

• Supervisor call, answer, research and follow-through

• Side by Side coaching and monitoring to focus on:

• QA

• AHT issues

• Adherence

• MTM errors

• Short training sessions for selected topics - as needed

• Run listening lounge sessions

• Review and Approve/Process RX updates (if RX edit trained)

• Support the supervisor line when needed -during meeting's, required coaching and to cover for vacations

• Floor support for agent's questions

• Communicates, implements, and interprets corporate and departmental policies and procedures

• Provides team members with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.

• Provides technical expertise related to job unit function

• Compiles and prepares required data for report information pertaining to unit.

Serves as the next level contact for problems/issues that staff cannot resolve

• Identifies high performing agents for future opportunities
• Request form updates for follow-up time as needed
• Inventory- as needed
• Submit manager exception-after all research has been completed
• Respond to the WFM daily chat
• Take phone calls as needed
• Performs all other appropriate responsibilities and duties as assigned.

Qualifications

Education

• Minimum High School diploma or equivalent
• Two years college education preferred

Experience

• Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
• Mastery of call center customer service practices.
• Foundational understanding of IBC family of companies, organization and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.