Call Center Team Lead - Gerber National Claims
Schaumburg, IL
About the Job
We put our team members first. You’ll receive a great salary and benefits, and experience the support and opportunity you deserve. You’re empowered to make decisions. You control your future.
Job Description:
Gerber National Claim Services (GNCS)
Call Center Team Lead
Schaumburg, IL
Office (In-Person) attendance required for all shifts
Weekend Work Required
Open on Holidays to serve customers nationwide
Second Shift Team Lead schedule with a Weekend shift
Must have flexibility:
Monday and Tuesday: 1pm to 9:30pm
All other shifts: 11am to 7:30pm
OVERVIEW
The Team Lead position is responsible for supporting the Shift Managers to ensure that we are consistently delivering an outstanding Customer Experience in every interaction that we have with our clients, service providers, and customers.
PRINCIPLE FUNCTIONS AND RESPONSIBILITIES:
*Including but not limited to:
Provides support, direction, monitoring and coaching to customer service representatives in all areas including agent scorecard. Creates an environment of continuous improvement for the entire team and consistently challenges the status quo.
Responsible for ensuring a service-oriented professional working environment by assisting the call center shift manager which will drive the team members’ performance.
Act as a Subject Matter Expert as it pertains to systems, policies, and procedures, etc.
Act as the change agent for the shift manager during times that the manager is unavailable.
May be required to complete evaluations on the members of their team or verbally provide the manager with information about the performance of the team.
May be part of interviews with potential coworkers and provide input of the candidates.
Ensure the facilitation of communication cross functionally among the members of the team and resolve any issues.
Continue to work towards meeting the departmental objectives, including utilization, average handle time and quality assurance.
Communicate and reinforce changes to the company’s policies and procedures and support the strategic direction of the management team to the front line employees.
Handles escalated calls, complaints, questions and queries as necessary.
Actively take part in carrying out team meetings as needed.
Assist Member Services with approval and specialty claims
EDUCATION/QUALIFICATION/EXPERIENCE:
Education – High School Diploma
SKILLS
Strong problem solving skills
Critical thinking, computer, interpersonal skills
Written and verbal communication skills required
Analytical skills
Excel skills
Self starter that is able to work independently
Flexible and adaptable