Call Center Team Lead - TRICARE

Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.

• Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide recommendations, and resolve escalated issues.

• Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.

• Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better understanding of policies, procedures, and systems.

• Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support.

• Resolve complex or escalated concerns with informed and objective responses regarding program eligibility requirements, enrollments and program benefits.

• Deescalate and manage complaints in a professional manner, resolving them wherever possible.

• Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project policies and procedures.

• Monitor active participation in and support departmental and organizational quality initiatives and goals.

• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment.

• Assist with continuous process improvement efforts by making recommendations for policy changes or additions.

• Provide updates to supervisor regarding staff performance progress.

• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Home Office Requirements

- This project will provide equipment for your home office laptop that is hard-wired to your internet router with an ethernet cable.

- You must provide reliable, high-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 10 Mbps.

- Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems.

- Private and secure work area and adequate power source.

Minimum Requirements

- High School diploma or equivalent with 1-2 years of customer service experience.
- May have additional training or education in area of specialization.

• Minimum of 2+ years of contact center experience.

• Minimum of 1 year of military health program experience.

• 3+ years of experience in delivering excellent customer service in a high-paced environment.

• 1+ years of demonstrated leadership.

• Experience with healthcare insurance plans, healthca...