Customer Service Team Lead

Location: Telecommuter; hiring is limited to Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, and Wisconsin.

Salary: $80,200–$103,700 national range; $80,200–$118,300 national plus range for higher-cost labor markets including Western Washington and Alaska.

Company

hirify.global provides healthcare coverage and services focused on improving members’ and customers’ healthcare experience.

What you will do

• Lead assigned customer service staff and oversee staffing, workload, quality, and production performance.
• Manage, coach, mentor, and develop employees, including goal setting, performance evaluations, improvement plans, hiring, and promotion recommendations.
• Monitor service indicators, customer feedback, workflow measures, audits, and systems performance to identify operational improvements.
• Design and implement workflow changes, action plans, reports, procedural tools, and solutions to improve accuracy, capacity, efficiency, and service quality.
• Collaborate with cross-functional teams and lead process-improvement work using LEAN methodologies.
• Act as an escalation point for highly visible complaints and issues while ensuring assigned internal controls operate effectively.

Requirements

• Bachelor’s degree or four years of experience.
• Three years of experience in a management or leadership role.
• Three years of experience in an operations environment.
• Experience leading virtual employees and using quality and production management tools and systems.
• Knowledge of auditing, systems, workforce management technologies, and operational procedures.
• Familiarity with Premera products, systems, training, or procedures programs.

Culture & Benefits

• Remote telecommuter work arrangement.
• Medical, vision, and dental coverage with low employee premiums.
• 401(k) employer match, pension plan vested after three years, life and disability insurance.
• Paid time off, wellness resources, counseling, stress management, and mindfulness programs.
• Tuition assistance for undergraduate and graduate education.
• Employee recognition programs and professional development support.