Created | 05/16/2024 |
Reference | 240949480 |
Country | United States |
State | New Hampshire |
City | Portsmouth |
Zip | 03801 |
Salary | - |
FedPoint FedPoint is seeking a dedicated and experienced Customer Service Team Lead to oversee a team of 10-15 Customer Service Representatives. Reporting to the Manager of Customer Service, the Team Leader will play a crucial role in ensuring high-quality and efficient customer service while managing daily operations and fostering a positive work environment. The Customer Service Department handles inquiries and changes for FLTCIP enrollees, managing communication via phone, email, and correspondence. **Job Duties:** 1. **Agent Supervision, Support, & Coaching (65%):** - Provide daily direction and coaching to ensure timely and accurate customer service. - Manage team adherence to schedules, breaks, and off-phone tasks. - Identify performance improvement opportunities and conduct coaching sessions. - Facilitate regular team meetings and maintain engagement with remote staff. - Assist in the hiring process, conduct performance reviews, and address employee relations issues.
2. **Operational Execution (30%):** - Evaluate customer service processes, recommending improvements. - Participate in strategic planning and execution of departmental workflow. - Serve as a key contact for internal departments, resolving issues requiring coordination. - Troubleshoot telephony and service systems issues.
3. **Special Projects (5%):** - Represent the department on special projects and committees.
**Requirements**
**What the ideal candidate possesses**
Location: Our office is located in Portsmouth, NH. This is a hybrid role with 2 days required in office. Why Join Us? Our mission is to grow and modernize insurance and benefits programs for federal agencies, military service organizations, insurers, and other select clients and partners by providing customized administrative services, well-designed and secure platforms, and an exceptional experience for customers. At FedPoint, we offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your team management skills and advancing your career. In addition to working for a company with great people and an excellent reputation, what’s in it for you?
FedPoint is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan, policy statement or have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603)433-4500. Equal Employment Opportunity Posters
PI240949480 |
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Employer | FedPoint |