Position Description:
Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.
At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.”
This role is responsible for leading, developing, coaching and mentoring front-line non-exempt Service staff.
Responsibilities and Qualifications:
Duties and Responsibilities:
- Leads and inspires team to meet team goals with support from the manager.
- Assist the Manager and Supervisor with regularly providing feedback and support by reinforcing or correcting performance with team members.
- Acts as a coach and mentor to employees within their team.
- Manage front-line staff using NICE/CX and working with workforce to make necessary skill changes.
- Support staff working extended hours during nights and weekends.
- Contribute to overall success of CBC by delivering team business objectives.
- Identify ways to improve customer service and improve efficiencies.
Skills:
- Possess excellent communication skills for interacting with team members, managers, directors and customers.
- Possess excellent collaboration skills.
- Time management and multitasking.
- Demonstrated ability to mentor team members.
Knowledge:
- Familiar with Capital BlueCross Products, drug programs, and Government Programs benefits and the policies and procedures applicable in administration.
- Knowledge of metrics applicable in measuring quality and quantity work.
Experience:
- 3 years of call center experience.
- Team lead experience a plus
Education and Certifications:
- High School Diploma or GED.
- College educated a plus.
Work Environment:
Flexible schedules that may span 8 a.m. to 8 p.m. Monday through Friday, some weekends and some holidays.
Physical Demands:
While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, handle and feel, and talk, hear, and see. The employee must be able to work over 40 hours per week. The employee must occasionally lift and/or move up to 5 pounds.
Other:
- Staff may be based in more than one on-site location and/or WAH
- Performs other related duties and assignments as directed
- Travel. Some travel between buildings is required. Some travel for off-site training, conferences, etc.
About Us: We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a diverse and caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.
