Team Lead
Cognosante, LLC - Kentucky

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The Team Lead will oversee a Customer Service Representative (CSR) training team that will be responsible for the training of CSRs for a federal healthcare agency call center. The Team Lead will work directly with the Training Project Manager to quickly staff a 40-50 person CSR training team. The Manager will monitor and allocate resources as necessary to meet and/or exceed contractual requirements.

Key responsibilities include:
  • Create a positive work environment that is flexible, adaptable, and team-based
    • Possess, demonstrate, and apply effective leadership skills
    • Build and maintain rapport with organization staff
    • Maintain a positive attitude towards workloads and expectations
    • Coordinate projects and/or lead task force assignments
    • Successfully implement new processes or workflows to ensure goals are met
    • Be honest and open about expectations, goals, and opportunities through constructive feedback
    • Establish team and operational goals, special projects, and process improvements
  • Provide staff with a positive and open atmosphere to allow them to reach their maximum potential
    • Be accessible to the team
    • Provide skills, tools, training, and guidance to develop people to work as an empowered quality team
    • Encourage innovative ideas, quality initiatives, process improvements, and cost savings
    • Recognize the need for additional training on all levels and ensure all training needs are met
  • Manage staff and maintain staffing levels with assistance from Human Resources
    • Conduct all aspects of hiring
    • Manage relationships with local staffing agencies
    • Screen, interview, and select team members
    • Document selection criteria
    • Write and maintain accurate job questionnaires and job descriptions
    • Provide constructive feedback on an ongoing basis
    • Initiate disciplinary action when performance does not meet expectations
    • Document all disciplinary action appropriately
    • Terminate employees when necessary
    • Supervisory responsibilities
    • Possess, demonstrate, and apply effective leadership skills
    • Be available to work flexible hours, such as early mornings, evenings, and weekends
    • Identify and address immediate behavioral issues as they occur
    • Initiate disciplinary action when needed
Minimum Qualifications
  • High school diploma or GED
  • Experience supervising teams up to 40 people
  • Understanding of management practices
Additional Qualifications
  • Minimum of one year call center customer service supervisory experience preferred
  • Meeting or exceeding the performance standards for production and quality in present position
  • Ability to work flexible hours including evening and weekend shifts if required
  • Ability and desire to work independently
  • Aptitude for learning and utilizing various software tools as needed
  • Ability to research, review, and comprehend technical data
  • Occasional travel may be required
  • Ability to manage priorities and tasks in a changing environment
  • Strong leadership abilities

H ighlighted Benefits for Full-time Employees

·Medical · Dental · Vision · 401k · Flexible Spending Accounts · Paid Time Off · Work/Life Solutions · Pet Insurance

Cognosante Connects

Minds on health. Changing the future of healthcare.

Cognosante is leading the transformation of healthcare, providing technical healthcare solutions to federal and state clients. Based in Washington, DC with 200 employees throughout the US, we are the thought-leaders on the forefront of the latest technology developments in federal healthcare. Our capabilities in healthcare transformation, Medicaid management and health communications allow us to deliver the best solutions that are efficient and effective for our customers and the country.

We are excited about a bright future. We invite you to join us on the journey.

EOE M/F/D/V

Cognosante, LLC - 14 months ago - save job - copy to clipboard - block
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