Team Leader- Licensed Health Insurance

About the position

The Team Leader is responsible for the daily supervision and management of a team of associates. The Team Leader's primary role is that of coach and teacher to ensure that the agent meets or exceeds the standards set forth by Everise and the client. This position requires a proactive approach to monitoring and enhancing team performance, ensuring that all associates are engaged and productive in their roles. The Team Leader will be a constant presence on the production floor, actively interacting with associates to foster a positive work environment and address any issues that may arise. Additionally, the Team Leader will be responsible for resolving customer escalations and facilitating communication between contact center management, clients, and associates. This role also involves participating in the associate selection and interviewing process, as well as providing necessary training to enable associates to meet Everise and client expectations.

Responsibilities
• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI's) and provide personal feedback to associates to ensure all goals are met and Everise standards are adhered to.
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• Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly.
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• Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans.
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• Resolve customer escalations.
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• Responsible for communication between contact center management, client and associate.
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• Participate in associate selection and interviewing process.
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• Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations.

Requirements
• Bachelor's degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience.
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• Must have valid residential health insurance license.
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• High School Diploma or equivalent.
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• Ability to pass a background check and drug screen.
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• Demonstrated empathy with respect to treating and caring for customers.
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• Strong decision making and analytical abilities.
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• Ability to identify customer needs and clearly articulate products and services.
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• Meet all attendance and dependability requirements.
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• Be a team player.

Nice-to-haves
• Previous call center experience preferred.
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• Prior supervisory or leadership experience preferred.
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• Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook.
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• Excellent oral and written communication skills.
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• Strong organizational and interpersonal skills.

Benefits
• 401(k)
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• Dental insurance
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• Employee discount
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• Health insurance
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• Paid time off
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• Vision insurance

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