The Team Lead, FMLA Customer Experience will be responsible for working with customers and managing staff to administer total absence management programs, with an emphasis on FMLA administration.
Partner with internal resources to recruit, develop and manage a high caliber workforce with minimal turnover
Develop, implement and monitor performance indicators for staff providing feedback, training, and corrective action as needed
Manage the resource allocation of staff to ensure proper staffing and production levels are maintained for call volume
Review internal controls to ensure proper FMLA adjudication within established time frames and guidelines
Monitor cost containment and quality standards consistent with internal goals and budgets
Identify and implement process improvements to increase operating efficiency
Maintain a positive work environment that supports high performing teams
Bachelors degree required, advanced degree a plus
2+ years of call center management experience
If internal applicant, 1+ year as an FMLA Expert or FMLA Trainer
Excellent leadership and communication skills
Knowledge of call center tools required
Microsoft Office experience required
Experience in absence management or disability management in a corporate or consulting environment, a plus
Additional Benefits We Offer
Our US headquarters are located in one of Chicago's premier buildings, the NBC Tower. Nestled between Michigan Avenue and Lake Michigan, ComPsych's downtown Chicago location is easily accessible by public transportation and has plenty of parking nearby.
Recently updated work environment
Full benefit package with paid holiday and vacation time
Breakfast on Fridays and snacks/juice daily
ComPsych Corporation is the worlds largest provider of employee assistance programs (EAP) and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, wellness, work-life, HR and FMLA administration services under the GuidanceResources brand. ComPsych provides services to more than 50,000 organizations covering more than 109 million individuals throughout the U.S. and 160 countries. By creating Build-to-Suit programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.
ComPsych Corporation maintains a drug free workplace.