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ComPsych · 8 hours ago

Absence Customer Service Team Lead

United States

Full-time

Remote

Mid, Senior Level

$60K/yr - $70K/yr

2+ years exp

ComPsych is the worldwide leader in organizational mental health, well-being, and absence management. The Team Lead of Absence Customer Experience will manage a staff of 20 customer service specialists to administer absence management programs and ensure customer satisfaction.

Mental Health Care

Responsibilities

Partner with internal resources to recruit, develop, lead, and manage a high performing workforce with minimal turnover

Develop, implement, and monitor performance indicators for staff, providing feedback, training, and corrective action to staff as needed

Manage the resource allocation of staff to ensure proper staffing and production levels are maintained for call volume

Review internal controls to ensure proper FMLA adjudication within established time frames and guidelines

Monitor quality standards consistent with internal goals and federal and state regulations

Identify and implement process improvements to increase operating efficiency

Maintain a positive work environment that supports high performing teams

Partner with Account Services on complex customer issues to resolve inquires or complex issues

Build and maintain positive relationships with our customers to foster a sense of loyalty and commitment

Other duties as assigned

Qualification

Call center managementLeadership skillsCommunication skillsCall center toolsMicrosoft OfficeAbsence managementMulti-taskingCritical thinkingPositive attitudeQuick thinking