FedPoint is seeking a dedicated and experienced Customer Service Team Lead to oversee a team of 10-15 Customer Service Representatives. Reporting to the Manager of Customer Service, the Team Leader will play a crucial role in ensuring high-quality and efficient customer service while managing daily operations and fostering a positive work environment.

The Customer Service Department handles inquiries and changes for FLTCIP enrollees, managing communication via phone, email, and correspondence.

**Job Duties:**

1. **Agent Supervision, Support, & Coaching (65%):**

- Provide daily direction and coaching to ensure timely and accurate customer service.

- Manage team adherence to schedules, breaks, and off-phone tasks.

- Identify performance improvement opportunities and conduct coaching sessions.

- Facilitate regular team meetings and maintain engagement with remote staff.

- Assist in the hiring process, conduct performance reviews, and address employee relations issues.

2. **Operational Execution (30%):**

- Evaluate customer service processes, recommending improvements.

- Participate in strategic planning and execution of departmental workflow.

- Serve as a key contact for internal departments, resolving issues requiring coordination.

- Troubleshoot telephony and service systems issues.

3. **Special Projects (5%):**

- Represent the department on special projects and committees.

**Requirements**

• High school diploma or equivalent required
• 3 years’ experience as a customer service representative, trainer, and/or team lead
• 1 years Supervisory experience required, preferably in selling or servicing in an insurance related field.
• Prior experience developing and coaching call center representatives in an inbound customer service environment preferred.
• Familiarity with call center industry tools, processes, performance metrics, and best practices preferred.
• Long Term Care Insurance experience preferred.

**What the ideal candidate possesses**

• Must receive Long Term Care certification within 9 months of employment
• Customer service driven
• Leadership skills, with proven ability to lead, motivate, and performance manage a team of employees
• Knowledge of call-center best practices, including tracking metrics and enforcing policies and procedures with the team to meet service goals.
• Excellent written and verbal communication skills
• Must be able to work independently, as well as lead a team
• Problem solving / analysis skills
• Organizational skills with attention to detail
• Adaptable and flexible
• Ability to implement and supervise to procedures and policies
• Interpersonal communication skills and phone etiquette with tact, diplomacy and professionalism
• Job requires approximately less than 5% travel