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Blue Cross Blue Shield of Michigan · 1 month ago

Team Leader I - Medicare Advantage Servicing (Detroit and Lansing)

500 Lafayette East, Detroit, MI, 48226, US

Full-time

Hybrid

Mid Level

3+ years exp

Blue Cross Blue Shield of Michigan is seeking a Team Leader I for their Medicare Advantage Servicing team. The role involves supervising team members in the Contact Center Operation, providing coaching and support, ensuring adherence to operational standards, and maintaining relationships with stakeholders.

Health CareHealth Insurance

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Provide real time coaching, motivation, mentoring, development, recognition, and appraisal for assigned team member group. This activity includes, but is not limited to: Planning, prioritizing, and assigning work, team member face to face and virtual meetings to communicate performance objectives to staff and assist them in resolving problems through daily meetings, observing team member behavior by walking around, and listening to calls

Provide first level leader support in chain of command with team members. Administer and adhere to corporate and departmental policies, practices and procedures, including union contract administration

Monitor adherence to daily schedules and inventory levels

Monitor processes and ensure that operational standards, quality, and customer specific performance guarantees are met

Identify opportunities and implement solutions for workflow, system, quality, and process improvements

Develop and maintain strong and positive working relationships with Service Line Areas and respective Union Leadership

Interface with internal and external stakeholders, provide solutions to meet operation standards, solve simple business problems, and maintain effective business partnerships to ensure delivery of optimal customer experience

Participate in hiring and selection of team members

Maintain professional and technical knowledge by attending workshops and training

Qualification

Customer ServiceProcess ImprovementLeadershipPC ApplicationsPresentation SkillsAnalytical SkillsMathematical AbilitiesConflict ResolutionTime ManagementInterpersonal Communication

Required

High School Graduate or GED equivalent

Minimum of 60 related college credits

Three (3) years customer service experience

Two (2) years of demonstrated leadership ability

Certification in management, presentation skills, leadership, process improvement, and/or computer proficiency

Proficient with PC applications and systems (e.g. Email, Chat, IM, Word, Excel, Power Point, Teams, etc.)

Strong decision making, organizational, time management, change management, conflict resolution skills and analytical skills

Ability to develop strong relationships and inspire trust with team members while holding them accountable

Excellent motivational, verbal, written and interpersonal communication skills

Mathematical abilities to perform simple calculations including application of percentages

Preferred

Bachelor's Degree in related field

Contact center experience

Knowledge of customer service desktop operating systems (e.g. NCompass, Facets, MOS, IKA, etc.)

Company

Blue Cross Blue Shield of Michigan

Glassdoor3.9

We commit to being our members’ trusted partner by providing affordable, innovative products that improve their care and health.

Founded in 1929

Detroit, Michigan, USA

5001-10000 employees

http://www.bcbsm.com/

H1B Sponsorship

Blue Cross Blue Shield of Michigan has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (66)

2024 (49)

2023 (38)

2022 (58)

2021 (74)

2020 (60)