Application Fulfillment Team Lead

5 days ago


Houston, Texas, United States Covr Financial Technologies Full time
Job Description

Covr Financial Technologies is a leading insurance-as-a-service platform that simplifies the buying process for life, long-term care, and disability insurance products. As a Team Lead for the Application Fulfillment Team, you will oversee the daily operations of the team, ensuring efficient and effective service delivery.

Key Responsibilities:
  • Develop and implement operational strategies to improve efficiency and productivity.
  • Manage team resources, including planning, scheduling, and shift management.
  • Develop and deliver training programs to enhance team skills and ensure consistent service quality.
  • Monitor performance, provide feedback, and conduct performance reviews.
  • Oversee daily operations, ensuring that all fulfillment activities meet established targets and standards.
  • Ensure high levels of customer satisfaction by monitoring and improving service quality.
  • Handle escalated customer issues and complaints, providing resolution in a timely manner.
  • Analyze client feedback and call data to identify trends and areas of improvement.
  • Hire, onboard, and train new employees.
  • Analyze call data and statistics and adjust processes to meet or exceed goals.
  • Prepare and present regular reports on team performance, including key metrics such as call volume, response times, and customer satisfaction.
  • Develop monthly, quarterly, and annual department goals and action plans.
  • Oversee the implementation of new procedures, systems, and software, providing training and support to the team.
  • Ensure that operations comply with company policies, industry regulations, and quality standards.
  • Collaborate with other departments, such as Sales, Marketing, and IT, to align call center operations with overall business objectives.
Requirements:
  • Bachelor's degree in a related field, or equivalent education and work experience.
  • Strong leadership, communication, and interpersonal skills.
  • Ability to analyze data and use it to drive decision-making and process improvements.
  • Proven experience in a call center environment or similar leadership role.
  • Excellent problem-solving skills and the ability to handle high-pressure situations.
  • Must be comfortable with choosing priorities when presented with multiple challenges.
  • Bilingual abilities a plus, Spanish or Mandarin.
Benefits:
  • Competitive salary range of $52,000 to $57,000 with a $3,600 annual bonus incentive.
  • Paid Time Off (PTO): 3 weeks to start, increasing with years of service.
  • Paid holidays: 11 days.
  • Medical, dental, and vision: 80% of monthly premium paid by Covr for all full-time employees.
  • Adult and child orthodontia.
  • Health Savings Account (HSA) with quarterly company contributions.
  • Short-Term and Long-Term Disability.
  • Pet insurance for cats and dogs.
  • 401(k) with company match.
  • Company-paid Life and AD&D insurance for all full-time employees.
  • Supplemental Life and AD&D insurance up to 5x's salary for employee.
  • Supplemental Life and AD&D plans offered for spouse and dependents.
  • Flexible Spending Accounts (FSAs): medical, dependent, parking, and transit.


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