Team Leader Of Customer Contact Center (Nesting)

All about us

You likely know us as an insurance company, but that's just a portion of what we do. Hundreds of thousands of North Dakotans trust us to provide them with personalized service and unmatched access to care. It's a mission we take seriously.

We also work with entities throughout the state to challenge the cost and complexity of health care in North Dakota. This uncompromising goal requires caring, innovative people who are ready and willing to help create a new level of health and well-being in North Dakota and beyond.

Work environment

This opportunity is eligible for a fully remote work arrangement in qualifying states. We empower our employees to find a work style that is best for them. Learn more at Life at Blue | BCBSND.

BCBSND is unable to hire in the states of Alaska, California, Colorado, Delaware, Washington D.C., Illinois, Kentucky, New Jersey, New York, Oregon, Pennsylvania, Puerto Rico, Vermont, Washington, Wyoming and anywhere outside of the United States.

This position is eligible for internal and external applications.

Pay information

Pay Level: 021

FLSA Category: Exempt-Salaried

A day in the life

The Team Leader of Customer Contact Center is responsible for providing leadership, coaching and supervision to staff members providing service to customers. This position oversees implementation of solutions to improve customer satisfaction, business results, workflow, and the inquiry process to ensure that staff responds professionally, timely and accurately, meeting departmental and national standards.

Your responsibilities will include

• Directly supervises and guides employees in accomplishing work objectives within the unit. Coaches, motivates, and recognizes employees. Sets clear goals and objectives and performance expectations and holds employees accountable for achieving results.

• Sets and evaluates achievement of goals and objectives to improve department performance, metrics, and customer satisfaction. Actively connects team members to mission, vision, values, and competencies.

• Interviews, hires, and onboards new hires. Individually coaches and develops team members.

• Leads meetings to share pertinent information and to communicate changes that will impact the department. Participates in and/or presents at other departmental meetings to convey information.

• Gathers, analyzes, and provides management with data, status reports, and progress updates on projects.

• Identifies initiatives to improve processes and systems that align with company strategy.

• Addresses escalated issues from members, providers, or partner plans.

• Allocates and monitors the utilization of resources to ensure efficiency and budgetary requirements are met.

• Facilitates and/or participates on committees, strategy meetings or special projects and programs.

• Serves as a resource for other leaders in the company related to team member coaching, customer service processes, and escalations.

• Collaborates with other departments within the organization to resolve and educate on complex inquires and assists with interpretation of internal procedures.

What you need to succeed

• Associate's degree with at least 5 years of experience related to the role.

• 1 year of leadership experience is required.

• Strong communication skills.

• Provides guidance and feedback to help others strengthen their knowledge or skills.

• Resolves problems, makes suggestions and implements process improvements.

• Keeps the big, long-range picture in mind for the organization.

Equivalent combination of education, experience or training determined to be acceptable by Human Resources may be substituted, unless regulated by contract or program standards

Benefits and perks

• Wellness incentives including well-being lifestyle spending accounts, employee assistance program and employee discounts.

• Encouraged paid time off including paid holidays and flexible holidays to use as you wish.

• 16 hours of paid volunteer time with a $200 donation to a charity of your choice upon completion of all volunteer hours.

• Employee recognition, community initiative events and yearly company outings.

• Workplace flexibility offering different options for working arrangements and the freedom to make time for important commitments.

• Our core benefits include health, dental, vision and life insurance, short-term and long-term disability and paid parental leave.

Equal opportunity employment

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individual with Disabilities, as well as Sexual Orientation or Gender Identity.

For questions, please email careers@bcbsnd.com.

This job posting will be closed 7/12/2024 at 8:00 a.m. (CT). No further applications will be considered.