Team Leader - Operations (Licensed) - Health Insurance

The role involves monitoring and evaluating associate performance, ensuring customer satisfaction, and supporting associate development within a contact center environment. It is suitable for candidates with leadership experience, preferably in healthcare or customer service, and a background in sales or supervisory roles.

Location: United States

Responsibilities

• Monitor, track and evaluate associate performance based on KPIs and provide feedback.
• Be present on the production floor and interact with associates to ensure engagement and system functionality.
• Ensure underperforming associates meet client expectations through action plans.
• Resolve customer escalations.
• Communicate between management, client, and associates.
• Participate in associate selection and interviewing.
• Provide on-the-job or up-training to meet company and client expectations.

Requirements

• Applicable Healthcare Insurance License or ability to obtain within 30 days of hire.
• Bachelor’s degree in a related field or 1 year experience in customer service or sales, or equivalent.
• Previous call center experience preferred.
• Prior supervisory or leadership experience preferred.
• Proven sales experience preferred.
• Proficiency with Windows programs including Word, Excel, PowerPoint, Outlook.
• Excellent oral and written communication skills.
• Strong organizational and interpersonal skills.
• Schedule flexibility.
• Analytical and problem-solving skills.
• Strong ability to multitask.
• Ability to function in a fast-paced environment.
• Dependability regarding completion of assignments and attendance.
• Ability to pass a drug screen and background check.

Additional Information

• Join a global experience company that values diversity, innovation, and a people-first culture.
• The role involves active engagement on the production floor and supporting associates to meet performance standards.