Team Lead - Customer Care (phrn)

Job Title

Responsibilities:

Manage a group of Short-term Disability Analysts. Monitor key performance indicators (KPIs) and conduct performance reviews, and provide coaching to improve agent skills. Manage the stakeholder expectation to support the operations from PGS procedures, and state & federal regulations to make appropriate, accurate, and timely decisions. Monitor call volumes, manage daily workloads, and ensure the team adheres to company policies and service level agreements (SLAs). Ensuring the reporting in terms of team & individual training progress to superiors. Communicates strategy, company goals and deadlines to team. Motivate team members and assesses performance. Communicates concerns and policies among management and team members. Responsible for effective stakeholder management, new migrations, customer satisfaction, operational risk management and for building the culture of innovation and process simplification. Design, develop, coordinate, and conduct large or small-scale training programs required for individuals and teams. Responsible for reviewing new business, emails, processes, financial plans, analyzing products, and communicating with our Group Disability Team Managing the training & mentoring as per the business requirements. Maintain comprehensive knowledge of STD claims products and services offered by B&P Group Disability Team Handle escalated customer issues and complaints.

Qualifications:

PHRN preferably with claims and contact center background. Minimum of 2 years of leadership experience. Strong leadership and people management abilities. Excellent communication and interpersonal skills. Decision-making and problem-solving capabilities. Experience with claims management systems. Project management skills.