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Team Leader Customer Service Call Center
4 months ago
FedPoint is seeking a dedicated and experienced Customer Service Team Lead to oversee a team of 10-15 Customer Service Representatives. Reporting to the Manager of Customer Service, the Team Leader will play a crucial role in ensuring high-quality and efficient customer service while managing daily operations and fostering a positive work environment.
The Customer Service Department handles inquiries and changes for FLTCIP enrollees, managing communication via phone, email, and correspondence.
**Job Duties:**
1. **Agent Supervision, Support, & Coaching (65%):**
- Provide daily direction and coaching to ensure timely and accurate customer service.
- Manage team adherence to schedules, breaks, and off-phone tasks.
- Identify performance improvement opportunities and conduct coaching sessions.
- Facilitate regular team meetings and maintain engagement with remote staff.
- Assist in the hiring process, conduct performance reviews, and address employee relations issues.
2. **Operational Execution (30%):**
- Evaluate customer service processes, recommending improvements.
- Participate in strategic planning and execution of departmental workflow.
- Serve as a key contact for internal departments, resolving issues requiring coordination.
- Troubleshoot telephony and service systems issues.
3. **Special Projects (5%):**
- Represent the department on special projects and committees.
**Requirements**
- High school diploma or equivalent required
- 3+ years’ experience as a customer service representative, trainer, and/or team lead
- 1+ years Supervisory experience required, preferably in selling or servicing in an insurance related field.
- Prior experience developing and coaching call center representatives in an inbound customer service environment preferred.
- Familiarity with call center industry tools, processes, performance metrics, and best practices preferred.
- Long Term Care Insurance experience preferred.
**What the ideal candidate possesses**
- Must receive Long Term Care certification within 9 months of employment
- Customer service driven
- Leadership skills, with proven ability to lead, motivate, and performance manage a team of employees
- Knowledge of call-center best practices, including tracking metrics and enforcing policies and procedures with the team to meet service goals.
- Excellent written and verbal communication skills
- Must be able to work independently, as well as lead a team
- Problem solving / analysis skills
- Organizational skills with attention to detail
- Adaptable and flexible
- Ability to implement and supervise to procedures and policies
- Interpersonal communication skills and phone etiquette with tact, diplomacy and professionalism
- Job requires approximately less than 5% travel
