Role: Team Leader
ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervise daily operations to guarantee success in meeting all operational effectiveness and efficiencies measurements
Daily review and communication of results with individual team members to engage and provide guidance to achieve performance excellence that is aligned with Client SLA's and client's standards
Directly accountable for accuracy of employee time records, payroll approvals, PTO and scheduling
Develop Mentors to ensure the highest quality feedback and continued advocate development
Submit Daily Operations Checklist to Manager highlighting any key areas of concern
Support and communicate motivational campaigns for employees and achieve employee satisfaction targets
Solicit feedback in open forums/huddles with employees and provide feedback to the Manager
Escalate issues/risks that impact quality or performance relative to client expectations/SLAs in an expedient manner
Prepare for approval by the Manager corrective actions and performance improvement plans in accordance with policies and procedures. Administer approved documents to employees.
Promote performance excellence by demonstrating integrity, dedication, magnanimity and accountability
Prepare reports as requested by management
Display positive demeanor, technical accuracy, and conformity to company policies
Understand CMS Guidance
Ensure HIPAA regulations are maintained within the immediate environment
Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner
Conform with and abide by all regulations, policies, work procedures and instructions
Respond promptly when replying to correspondence and faxes
Work with Non-call Quality Assurance to address trends related to Analyst performance
Act, dress, and behave in a professional manner to reflect a positive image of the company
Drive key initiatives to facilitate team process improvement and efficiency as well as partner with leadership to implement critical actions.
Develop and implement support plans for overall department operations to meet service level objectives and metrics and manage day-to-day operations
Recommend staff retention initiatives.
Manage and facilitate the corrective action process, partnering with the manager
Conduct effective workforce planning and responsible for individual career development.
Participate in the implementation of support plans for product integrations and company acquisitions.
Actively drives improvements that increase productivity and staff effectiveness.
Conduct appropriate recruiting actions to ensure candidates are available for hire.
Participate in the implementation of new technologies that ensure our ability to meet company business goals.
Performs consistent and effective coaching sessions to address performance gaps
Analyze agents performance and develop action plans to bridge gaps
Conducts regular performance management to improve challenged members of the team.
Responsible for the attainment of clients, set goals, efficiency targets, and overall team performance.
Submit weekly /monthly operation performance status reports to Manager, Operations.
Receive, review and monitor and manage workload and assignments of the team.

BUSINESS PROCESS IMPROVEMENT AND OPERATIONAL EXCELLENCE

Primary responsible for the formulation of operating guidelines and procedures, regulatory requirements and operational concerns
Documentation of the operating areas of the company. Constructs workflows for business process through flowcharts, procedure notes and associated quality documentation as required
Conducts audits as scheduled to ensure that all company policies and standard operating procedures are being complied with by all departments
Formulation and implementation of approved action plans for issues and challenges
Implementation of approved deviations to plan and schedules, with necessary coordination with the units concerned.
Identify, design, recommend and document improvement of business processes of the company and the clients
Identify and document business requirements obtained during business process mapping
Contribute to the training program and implementation strategy
Conduct business case analysis & process re-engineering for the company and the clients
Work collaboratively across all departments of the organization to help improve the management of a business process
Will work hand in hand with the Process and Implementation Team

COMPETENCIES:

Proven Ability to design business and operational processes which reduce waste and risk and improve quality
Must have the vision to focus on the entire process of the company from beginning to end
Proven ability to engage employees to inspire and empower them to provide input into process innovation
Proven ability to encourage employees to embrace new processes once it is implemented
Experience of working and engaging with stakeholders using variety of techniques.

OTHER DUTIES AND RESPONSIBILITIES

Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
Responsible for performing other duties and responsibilities as required.

Education and Experience

Required education, training, licenses, accreditation or certification and number of years and type of directly related experience. If applicable, please identify if an alternate equivalency of a combination of education and experience is sufficient.

Degree:	Associate
Preferred major / area of study:
Years of supervisory / management experience (if any):	1 Year
Number of years of experience:	2-3 years BPO experience
Type of experience:	Three to Five years experience in a federally regulated or insurance field with at least 1 year of supervisory or management role

REQUIREMENTS - Knowledge, Skills, and Abilities:

Excellent written, verbal and interpersonal communication skills
Excellent organizational skills and attention to detail
Excellent documentation skills
Ability to provide clear and accurate information through multiple media
Ability to manage open requests and follow up when necessary, without outside direction
Ability to effectively manage time with strong attention to detail
Ability to read and interpret documents including safety rules, operating and maintenance instructions, procedure manuals and general correspondence
Ability to write routine reports and correspondence
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Ability to politely, tactfully and firmly interact with a wide range of people and personalities
Ability to work in an environment with potential interruptions
Ability to manage multiple simultaneous tasks with individual timeframes and priorities
Ability to motivate and encourage a team of front-line employees
Ability to set and manage to expectations for a team responsible for direct customer contact
Must be able to operate computer, calculator, copier, fax machine, phone and other office equipment

Team Leader 3