Team Leader - Operations

Job Responsibilities

Key Responsibilities

Customer Service

• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
• Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts, or issues
• Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
• Conduct interviews to identify trainable candidates
• Responsible for achieving business goals by providing efficient, effective, and accurate service
• Manages a team of 15-20 front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee / unit performance, formulating, and implementing action plans, recommending work procedures, and directing workflow
• Identifies process gaps, non-value-added activities and improves business outcomes by leading process improvement projects
• Provides information to employees and management, participates in, and leads meetings / performance reviews
• Creates complex reports, proposals, and business cases.
• Performs compliance or other quality spot-checks and recommends corrective and preventive actions
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others
• Recommends training and education programs to enhance associate’s knowledge and development

Administration and Operational Management

Training - Develop and Deliver

Supervisory Responsibilities :

This job does have supervisory duties

Preferred Qualifications :

Education and Experience

 7-13 years of related experience

 Bachelor’s degree or equivalent experience