Team Leader I - Quality and Training

About the role

Supervise, coordinate, direct and monitor staff activities to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.

Responsibilities

• Select, train, develop, appraise and counsel support staff personnel.
• Interface with diverse levels of internal and external personnel to develop and maintain effective rapport and to resolve issues and inquiries.
• Monitor and analyze proficiency and quality efforts subordinate personnel.
• Administer and adhere to Corporate and Departmental policies, practices and procedures, including union contract administration.
• Recommend and implement new or improved systems which will enhance or expedite work.

Requirements

• Bachelor's Degree in related field preferred.
• A minimum of 60 college credits is required.
• Three (3) years customer service, or claims processing, or membership and billing experience required.
• Two (2) years experience in a leadership role preferred.
• Detail knowledge of assigned BCBSM department(s)/area(s) including all applicable policies, procedures and processes as preferred.
• Strong organizational, planning, analytical and communication skills.

Qualifications

• Must pass Team Leader selection system.

Departmental Information

• Ability to manage the flow of day-to-day operations and multiple priorities concurrently.
• Ability to lead effectively utilizing with various leadership modes (e.g., work in the office, virtual, and work from home).
• Working knowledge of claims and service systems and tools/resources (e.g., Verint, NCompass, SharePoint, etc.…).
• Strong decision making, organizational, time management, change management, conflict resolution, analytical and coaching skills.
• Ability to create presentations and documentation using Word, Excel, and PowerPoint for diverse audiences.
• Ability to inspire and motivate employees to perform at their best through positive encouragement and engagement initiatives.