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Job Description:
OVERALL PURPOSE
The AdminPlus Team Leader leads and supports the AdminPlus Member Specialists for the tier 2 AdminPlus call center. The Member Specialist team handles incoming calls and admin tasks from plan members. They are responsible for first call resolution and accurate handling of admin requests, such as life events, modification of benefits, etc.
SPECIFIC ACCOUNTABILITIES
- Ensures AdminPlus performance targets and service level agreements are met/exceeded. Provides ongoing coaching and mentoring to team members in order to enhance knowledge and skills. Acts as a SME and provides floor support.
- Escalates potential service issues to Manager.
- Ensures team adopts and sustains change.
- Ensures training requirements are identified and actioned for team members.
- Fosters a high-performing and engaging team environment
- Assists Manager with performance reviews and employee development needs.
- Handles investigations on service concerns and resolves these in a timely matter.
- Assist in implementation of Projects and CIs
Job Category:
Call Centre
Posting End Date:
30/03/2025
