Everise
Team Leader - Operations (Licensed) - Health Insurance
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Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Job Requirements
- Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
- Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
- Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
- Resolve customer escalations
- Responsible for communication between contact center management, client and associate
- Participate in associate selection and interviewing process
- Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations
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Qualifications
- Applicable Healthcare Insurance License or ability to obtain license within 30 days of hire
- Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience
- Previous call center experience preferred
- Prior supervisory or leadership experience preferred
- Proven sales experience preferred
- Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and 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
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