An employer is looking for a Service Center Team Lead to join their team. This resource will help lead Benefit Support Advocates.
Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions and give ongoing feedback
Proactively monitors and manages daily workflow and timely reporting to ensure business objectives are maintained and accurately reported; proactively ensures resources are aligned appropriately and provides immediate feedback to staff not meeting expectations. This includes but is not limited to quality expectations, schedule adherence, and attendance
Ensures staff are adhering to legal, security and compliance requirements
In coordination with management, effectively tracks and communicates bswift HR policies and practices, i.e., Attendance, Code of Conduct, Disciplinary Guidelines
Builds a cohesive team that works well together; motivates others to balance customer needs and business success
Develops strong collaborative relationships with peers and internal business partners to maintain excellent lines of communication and share resources/knowledge/ expertise to meet common service center objectives
Acts as liaison between staff and other areas, including IT and management, communicating workflow results, ideas, and solutions
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs
Identifies barriers to job performance and advocates for process improvement
Monitors calls and completes weekly quality evaluations
Identify, report and track risk within team in effort to minimize impact to delivery from a staffing perspective
Work with operations to meet and exceed client deliverables by managing metrics at the individual and team level
Drive the individual performance metrics of your team and your clients.
Partner with the Quality team, and Client Delivery Lead regularly to assess and identify training needs
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
2+ years first level supervisory experience in a high-volume inbound service center or call center
o Experience managing metrics at the individual and team level
Experience coaching and motivating staff to sustained high performance
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.