Team Leader Operations - Customer Service

Wellmark • Des Moines, IA

2d

About The Position

As a Team Leader Operations - Customer Service , you will lead a team of Customer Service Advocates dedicated to supporting members across Government Program Plans like Individual Family Plan (IFP) and Medicare Supplement members. This is a critical role supporting a team that speaks with our members over the phone every day. You will contribute to the overall corporate mission by providing leadership, planning, coaching, and daily direction to front-line staff to meet or exceed customer service expectations to members and employers. You will cultivate ideas and facilitate process improvement initiatives which result in achieving department/division customer goals, operational efficiencies, cost-savings, customer satisfaction and retention. In addition, you will build and promote an environment of mutual trust, empowerment and teamwork by fostering and encouraging employee development while inspiring and creating accountability.

Requirements

• High School Diploma or GED
• 4+ years of experience, including: Proven effective leadership in a medium to high complexity organization, or equivalent work experience typically gained through a combination of project or informal leadership that demonstrates knowledge of unit work processes, products and services, and leadership competencies.
• Experience in business, health care, insurance, financial services, or related industry.
• Ability to communicate “Voice of the Customer” to the organization; exhibits customer focus and customer relationship management skills throughout prior experience.
• Critical thinking and workflow management skills with demonstrated ability to comprehend and process complex concepts.
• Excellent oral and written communication skills including but not limited to writing reports, letters and documents for internal/external audiences, and presenting to various internal and external audiences.
• Demonstrated ability to create working relationships with stakeholders.
• Ability to lead diverse groups of individuals in highly technical, diverse settings to achieve planned goals.
• Strong team building skills, including coaching, mentoring, and performance improvement.
• Strong business technical knowledge, such as claims and member records processing, benefits and products, or processing systems.
• Demonstrated ability to manage change and effective use of process improvement tools and techniques to improve processes and improve customer satisfaction.
• Proficiency with MS Office products.

Nice To Haves

• Prior Health Insurance industry experience
• Bachelor's Degree
• Formal leadership experience in a contact center where production goals and metrics were measured
• Demonstrated ability to leverage Power BI dashboards to analyze data, identify insights, and inform decisions
• Experience using Microsoft 365 applications, including leveraging Copilot to enhance productivity
• Experience in a SAFe Agile Product Centric Environment
• Strong change management and stakeholder engagement skills to guide adoption of AI-driven or continuous improvement initiatives.

Responsibilities

• Lead, develop, motivate, and coach staff to support business objectives and produce results that are effective, accurate, timely, and on-target to meet or exceed team and stakeholder needs. Works together and collectively to identify ways to continue to improve Wellmark’s culture.
• Supervise the on-going operations of departmental functions to ensure compliance with internal standards, policies/procedures and external regulations.
• Ensure customer inquiries and issues are resolved timely and accurately, leading to customer satisfaction and retention.
• Successfully achieves unit quality, production, financial and customer goals.
• Research and resolve complex business problems and situations to the satisfaction of the customer.
• Evaluate and initiate continuous process improvement, resulting in the reduction of re-work and increased customer satisfaction. Leads and participates in cross-functional project teams to successful outcomes.
• Responsible for assuring human and other resources are used effectively through appropriate budget planning and inventory management.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED