Absence Customer Service Team Lead
ComPsych
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
Senior
About the role
- Partner with internal resources to recruit, develop, lead, and manage a high performing workforce with minimal turnover
- Develop, implement, and monitor performance indicators for staff, providing feedback, training, and corrective action to staff 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 quality standards consistent with internal goals and federal and state regulations
- Identify and implement process improvements to increase operating efficiency
- Maintain a positive work environment that supports high performing teams
- Partner with Account Services on complex customer issues to resolve inquiries or complex issues
- Build and maintain positive relationships with our customers to foster a sense of loyalty and commitment
- Other duties as assigned
Requirements
- Bachelor’s degree preferred, advanced degree a plus
- 2+ years of call center management experience required
- Ability to work an evening schedule (PM) from 12:30 PM – 9:00 PM CST or 01:00pm – 09:30pm CST preferred
- 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
- Quick Thinking, high energy, positive and professional, with demonstrated multi-tasking and critical thinking skills.
Benefits
- Full benefits package, including Paid Time Off (PTO)
- medical, dental, vision
- 401(k) with match
- robust EAP
- wellness program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center managementperformance indicatorsresource allocationFMLA adjudicationprocess improvementsabsence managementdisability managementmulti-taskingcritical thinking
Soft skills
leadershipcommunicationpositive work environmentrelationship buildingproblem solvingfeedbacktrainingcorrective actionhigh energyquick thinking