Team Leader

Beneficiary Support Center Team Leader

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we're looking for talented individuals to join our team and make a difference.

The Beneficiary Support Center (BSC) Team Leader is responsible for the day-to-day leadership and development of Beneficiary Support Center Customer Service staff to ensure optimal beneficiary & provider service for both phone and non-phone work driving a consistent customer centric experience. Front line staff are the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP), responding to inbound calls or contacts from our beneficiaries & providers based around the world, either current or former members of the US military and their families, who want to access medical services.

Key Responsibilities

• Supervises the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted timeframes.
• Coaching, supporting and developing members of the team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards.
• Leading the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
• Responsible for ensuring all service standards / KPI's are met and ensures the team is following the correct procedures and processes at all times.
• Provides quality feedback to CSE's to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.
• Apply critical and creative thinking strategies to find productive solutions to issues
• Ensures that the Beneficiary Supervisor, Manager and Head of Service Delivery leadership are regularly briefed on performance issues impacting the team.
• Executes the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Supervisor, Manager or Head of service delivery.
• Acts as a first point of escalation for complex issues within the team.
• Participate in ad-hoc projects, taking the lead where appropriate.
• Supports the management team in meeting and exceeding stated objectives.
• Maintains confidentiality of all patient and/or client information. Both International SOS and HIPAA/PII guidelines and regulations will be followed.
• Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues.
• Clearly understands and enforces the appropriate escalation protocol by quickly delegating, directing or escalating any and all concerns.
• Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Assists with and directly manages the administrative aspects of having a team of Customer Service Executive

Description:

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

• Displays maturity and strong leadership traits, ability to lead teams
• Familiar with CRM usage and managing call center agents.
• Takes initiative, demonstrates responsibility.
• Customer service orientation and a team player.
• Proactively identifies and acts on potential problems and / or difficulties.
• Demonstrates effective problem solving skills and lateral thinking.
• Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
• Ability to listen, write and speak effectively.
• IT literate and conversant with contemporary computer software.

Required Competencies (Critical behaviours necessary to successfully perform the job)

• Leadership o Leads by example and is a role model to others. Helps self and others to focus on what really matters. o Uses own influence to guide individuals and groups towards achieving their goals. o Delegates appropriately within the team, playing to the strengths of individuals
• Customer Focus o Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations. o Supports and encourages others to deliver superior services across the organization. Provides the tools and information to make this happen o Measures and evaluates services levels using a variety of approaches
• Communication Skills o Influences audiences effectively in challenging and/or adversarial situations o Simplifies, condenses and communicates ideas and concepts from many sources o Keeps people well informed of key issues impacting the business
• Problem Solving o Converts original ideas and creative approaches into practical solutions. o Quick and resourceful in mastering facts, information and knowledge to help others solve business problems o Motivates others to adopt diverse problem solving techniques and processes
• Drive for Results o Concentrate on value adding business opportunities and focuses employee efforts on them o Exercise leadership in making things happen by being directive and action oriented o Shows personal accountability and holds others accountable for achieving results
• Business Focus o Understands the business issues impacting the organization and the industry o Makes decisions that are fiscally responsible and meet the business goals o Is creditable and can facilitate client meetings
• Teamwork and Collaboration o Maintains the focus of the team on their goals, builds a collaborative work ethic o Clarifies and maintains team roles, providing opportunities for all team members to play to their strengths o Removes roadblocks for others
• Developing and Coaching o Helps others learn how to structure and solve problems related to their work and relationships with others o Provides instructions and explains by positive modelling in order to help others develop skills o Provide feedback on yearly Performance Appraisal and develops talent appropriately o Ability to write and deliver a Staff Training and Development Plan with oversight from the management team

Required Work Experience (Brief description of the job-related experience needed to perform the job) Worked in a call center environment. Call handling, transfers, inbound and outbound Understand call and email etiquette. Worked in health insurance, medical or any related business. Exposed to administrative work like claims processing, enrollments, billing etc. Experience with SAP or Salesforce is a plus Led and mentored a team of Customer Services Executives

Required Qualifications (Brief description of the educational background needed to perform the job) College Graduate Preferred Preferred Degree in: International Business, Language, Liberal Arts, Business Management This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

Required Languages (Brief description of the language skills needed to perform the job) Ability to read, write and speak English Fluency or proficiency in any other language is advantageous but not a requirement

Travel / Rotation Requirements (Brief description of any travel or rotation requirements) Occasional domestic and or international travel may be required