Customer Care Team Lead

Job Summary

Leading a team in a full-time capacity, the Customer Care Team Lead will ensure departmental goals and compliance standards are met while conducting coaching sessions, analyzing performance data, and fostering team development in a remote work environment.

Key responsibilities

• Conduct regular coaching and performance appraisals, documenting conversations and creating improvement plans as necessary
• Analyze operational performance indicators to identify trends and develop action plans for team improvement
• Facilitate team meetings and promote positive change management while ensuring adherence to company policies and procedures

Required qualifications

• High School diploma or GED required; Associate's degree preferred
• Three years of customer service experience, including at least one year in a call center environment
• Previous supervisory or leadership experience in a call center is strongly preferred
• Intermediate proficiency in MS Word, Excel, and PowerPoint
• Familiarity with the healthcare field, particularly Medicaid or Medicare, is preferred