Team Leader - Operations (Licensed) Health Insurance

Main Responsibilities

• Maintains an active and visible presence, either remotely or on the call center floor.
• Provides face-to-face coaching support (in person or via camera).
• Drives overall team performance.
• Identifies performance outliers and coaches agents to improve results.
• Escalates recommendations for action plans to the Operations Manager.
• Applies product-specific and Everise training in daily operations.
• Leads team discussions on performance trends using huddle documents and reporting tools.
• Participates in daily/weekly calls with leadership and clients to review agent performance.
• Affirms agent performance, defines next steps, and drives improvement across key performance indicators, including NPS, UES, and Quality metrics.
• Champions the Everise Employee-First culture and the UHC mission to support consumers in living healthier lives.

Must-have Qualifications

• Active and valid health insurance license.
• Proven experience in team management.
• Minimum of 6 months to 1 year of leadership experience in a virtual call center environment.
• Prior experience supporting the UHC Telesales portfolio.
• Intermediate to advanced proficiency in Microsoft Office applications, including: Word, Excel, PowerPoint, Forms, Teams, Outlook.
• Demonstrated ability to adapt quickly to change in a dynamic environment.
• Strong passion for helping others and delivering support.
• Demonstrates accountability and ownership of results.
• Ability to promote and uphold the UHC mission and culture of helping consumers live healthier lives.
• Demonstrated coaching and teaching skills to improve individual and team performance.
• Self-motivated, with the ability to motivate and inspire a team to achieve success.
• Team Leader is expected to take full ownership of team performance and must address results.

Top Competencies

• Ability to coach effectively on UHC’s consultative sales model.
• Strong performance coaching and development skills.
• Ability to analyze reports and identify performance improvement opportunities.
• Competitive mindset with a drive for results.
• High energy and engagement in a fast-paced environment.
• Working knowledge of the licensed agent role to effectively support and guide team members.
• Ability to manage attendance by monitoring and addressing trends across their team.
• Effectively manages agent timecards for accuracy and compliance while holding agents accountable to schedule adherence.
• Builds trust and engagement with agents by being highly accessible, approachable, and focused on individual development.