Department Customer Service
Category Operations
City Oklahoma City
State OK
Travel
Involved
0-10%
Type of
Position
Full-Time

Team Lead, Cust. Engagement(Call Center)

AFA / Worksite

Description:

  • Direct and oversee, utilizing tactical and strategic methods, a team of highly skilled Colleagues who are responsible for the department/division most complex operational work tasks which require a high degree of problem solving, decision making, process improvement, change implementation, cost efficiencies, and demonstrate an analytical application ability.
  • Responsible for development of Customer friendly solutions and the attainment of service level standards, team productivity and quality measurements associated with direct reports, recruiting and mentoring of team Colleagues, utilizes industry best practices to implement standardized procedures; may work with Department Director to provide input for budget and cost efficiencies and may be directly responsible for adherence to company/division/department Compliance requirements. This position may requires the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time.
  • Provides coaching and mentoring to direct reports to include technical and leadership competencies, feedback for succession planning, implementation of new processes and procedures, integration of product knowledge and understands how to implement system enhancements; Colleague mentoring, coaching and active development of highly skilled Colleagues.

Requirements:

  • Bachelor’s degree preferred
  • Strong technical and analytical skills
  • Indepth knowledge and expertise of insurance products and/or services
  • Proven technical and tactical skills to include diplomacy
  • Strong decision making skills with proven decision capability
  • Ability to manage and effectively coordinate multiple projects and people
  • Proficient with PC Windows-based software and Microsoft Office applications
  • Easily adapts to new software/technology applications and is able to excel in a paperless environment
  • Advanced knowledge of operational processes and state and federal regulations
  • May require advanced knowledge of IRS code Section 125 and department procedures and policies or Qualified Retirement Accounts
  • May require advanced knowledge of Supplemental Medical and/or Disability claim processing and case management tools with proven effective management of disability claims.
  • Advanced knowledge of case management tools with proven effective utilization of same
  • Proven leadership, coaching skills
  • Diplomacy
  • Advanced organizational skills
  • Ability to handle fast-paced environment
  • Professional attitude
  • Advanced Customer service skills
  • Prompt and reliable
  • Advanced oral and written communications skills, including strong interpersonal skills
  • May require proven bilingual skills (verbal and/or written communications)

Formal Education: Bachelor’s Degree from Four-Year College or University with area of study in Business, Financial, Marketing or Leadership or equivalent work experience.

Experience: 5-7 years with 4 years job specific, and 2 years in leadership position.