Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Main Responsibilities:
The Team Leader is responsible for managing a team of licensed agents and overseeing related activities. This role requires maintaining an active and visible presence, either remotely or on the call center floor, providing face-to-face coaching support (in person or via camera), and driving overall team performance.
The Team Leader is responsible for identifying performance outliers and coaching agents to improve results, and escalating recommendations for action plans to the Operations Manager. This role requires applying product-specific and Everise training in daily operations, leading team discussions on performance trends using huddle documents and reporting tools and participating in daily/weekly calls with leadership and clients to review agent performance.
The Team Leader is expected to assess and communicate agent performance, define next steps, and drive improvement across key performance indicators, including NPS, UES, and Quality metrics. Additionally, this role champions the Everise Employee-First culture and the UHC mission to support consumers in living healthier lives.
Must-have qualifications:
- Active and valid health insurance license (required)
• Proven experience in team management (required)
• Minimum of 6 months to 1 year of leadership experience in a virtual call center environment (required)
• Prior experience supporting the UHC Telesales portfolio (required)
• Intermediate to advanced proficiency in Microsoft Office applications (required), including:
o Word
o Excel
o PowerPoint
o Forms
o Teams
o Outlook
• Demonstrated ability to adapt quickly to change in a dynamic environment.
• Strong passion for helping others and delivering support.
• Demonstrates accountability and ownership of results.
• Ability to promote and uphold the UHC mission and culture of helping consumers live healthier lives.
• Strong coaching and teaching skills to improve individual and team performance.
• Self-motivated, with the ability to motivate and inspire a team to achieve success.
• Team Leader is expected to take full ownership of team performance and must address results. This includes communicating performance outcomes, identifying performance gaps, and driving solution focused discussions with leadership and stakeholders.
Top Competencies:
- Ability to coach effectively on UHC’s consultative sales model.
• Strong performance coaching and development skills
• Ability to analyze reports and identify performance improvement opportunities.
• Competitive mindset with a drive for results
• High energy and engagement in a fast-paced environment
• Working knowledge of the licensed agent role to effectively support and guide team members.
• Ability to manage attendance by monitoring and addressing trends across their team.
• Effectively managing agent timecards for accuracy and compliance while holding agents accountable to schedule adherence.
• Builds trust and engagement with agents by being highly accessible, approachable, and focused on individual development
Qualifications:
• 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
• Previous call center experience preferred
• Prior supervisory or leadership experience preferred
• Proven sales experience preferred
- Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook
• Excellent oral and written communication skills
• Strong organizational and interpersonal skills
• Schedule flexibility
• Analytical and problem-solving skills
• Strong ability to multitask
• Ability to function in a fast-paced environment
• Dependability regarding completion of assignments and attendance
• Ability to pass a drug screen and background check
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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