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 pr...