What are the responsibilities and job description for the Team Leader Seasonal - CSR position at Everise?
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation.
Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6 / 5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture.
Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us.
Find a job you’ll love today!
The team leader is responsible for managing a team of Agents / Representatives and related activities.
The team leader will have an active visible presence on call center floor, deliver coaching support to Agents / Representative, and drive performance.
The team leader will focus on identifying any performance outliers amongst their Agents / Representatives and coach to those outliers and bring recommendation for needed Agent / Representative removal from project to Operations Manager’s immediate attention.
The team leader is to take what they have learned from the Coach / Supervisor training and execute that process day-to-day.
Team leader should have a daily discussion with their team around trending utilizing huddle documents and performance reporting provided by the client / Everise.
The team leader is expected to attend weekly calls with leadership and the client to review lower performing Agents / Representatives and how to coach those Agents / Representatives.
The team leader is expected to be able to speak to the Agents / Representatives performance and provide next steps. Team leader will be responsible for reviewing sales results and applying next steps to increase key performance indicators.
The team leader will need to advocate for the implementations of the Everise Employee first culture and the United Culture and Mission within leadership and staff to help our consumers live a healthier life.
Qualifications
Applicable Health Insurance License Required
Previous Call Center Experience Required
A minimum of one season of UHC Sales licensed supervisory experience (Team Leader or Specialist / Coach) Required
Intermediate to advance proficiency in Microsoft Office applications Required
Word
Excel
PowerPoint
Forms
Teams
Outlook
Bilingual (English Spanish) Preferred
Minimum of six month to one year of leadership experience in a call center setting
Demonstrated ability to support a call center team.
Ability to adapt quickly to change.
Eagerness to help people.
Values accountability.
Ability to support and instill the UHS Mission and Culture of helping consumers live a healthier life.
Ability to teach and coach to improve sales performance.
Self-motivated and has ability to motivate a team to success.
Ability to analyze reporting to identify area of opportunity to focus on to improve performance.
Values competition.
High energy.
Working knowledge of Agent / Representative role to support their team.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
