The Service Operations Team Leader II is responsible for the supervision of Team Leader I’s and other NBU team members in the contact center operation. Supervision may occur onsite or remotely, therefore it is important for the Team Leader II to have the ability to perform the essential duties and responsibilities both onsite and remotely.
Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group, which is defined as NBU employees. This activity includes but is not limited to: Planning, prioritizing and assigning work, team member face to face meetings to communicate performance objectives, coach and assist in problem solving, observing team member behavior by walking around, listening to calls, reviewing reports and chairing staff meetings.
Provide second level leader support for chain of command with team members to resolve issues prior to their escalation to Manager and/or Director and when Manager is unavailable.
Work on special projects / assignments; in some cases, lead functional and / or cross-functional project teams.
Monitor processes and budget to ensure that operational standards, quality and customer specific performance guarantees are met in a fiscally responsible manner.
Initiate corrective measures to resolve issues, manage scheduling and adjust as necessary with overtime and/or mobilization of staff to improve performance. Identify and execute strategic initiatives that promote lean principles and practices.
Develop and nurture value added partnerships with internal and external stakeholders, provide solutions to meet operation standards, solve business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience. This includes vendor relationships for assigned contact centers as well as UAW Leadership.
Assist with the identification and/or acquisition of technology, tools, equipment, and vendors to facilitate timely and fiscally responsible solutions to business challenges.
Administer and adhere to Corporate and departmental policies, practices and procedures, including union contract administration and employment.
Participate in hiring and selection of team members.
Maintain professional and technical knowledge by attending workshops, reviewing professional publications, and benchmarking best practices. Engage in networking opportunities to gain better understanding of corporate goals and objectives.
Qualifications
High School Graduate or GED equivalent required. Bachelor’s Degree in related field preferred.
Minimum 90 credits towards a degree required.
Five (5) years customer service experience is required; contact center experience preferred.
At least two (2) years of demonstrated experience in front line supervisory role required. Experience in front line supervisory role within BCBSM preferred.
Certification in management, presentation skills, leadership, process improvement, and/or computer proficiency.
Proficient with PC applications and systems (e.g., Email, Chat, IM, Word, Excel, Power Point, Teams, Skype, SharePoint, etc.).
Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills required.
Knowledge of customer service contact systems (e.g. Facets, NCompass, IKA, etc.) preferred.
Ability to develop strong relationships and build trust with team members while holding them accountable.
Ability to perform both onsite and remotely.
Strong ability to multi-task and make informed and responsible decisions.
Excellent motivational, verbal, written and interpersonal communication skills required.
Effective presentation skills with the ability to speak effectively before diverse groups of stakeholders (internal and external).
Mathematical abilities to perform calculations including application of percentages.
Program Certification in related areas is desired; such as management, presentation, leadership, process improvement, and computer proficiency.
Excellent coaching skills with demonstrated ability to improve performance.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.
