Position Summary:
The Support Specialist Team Lead is primarily responsible to provide live, real-time assistance to call center support specialists, including but not limited to providing guidance in a digital work environment and being first-point of contact for all team members. The Team Lead is also the first point for resolving escalated customer issues, which may include speaking to the accountholder or member, researching the reason for escalation, owning the resolution, and providing feedback and recommendations to the business. This role is also responsible for coaching/mentoring and refresher training of all members of the Support Department. This role may also be asked to provide feedback, conduct testing related to the implementation of new technology, software applications and product offerings. The Team Lead position assists in the review of all internal Policies and Procedures and training materials. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our accountholder team members, and firm associates.
Duties & Responsibilities:
- Assist Support Manager in monitoring activities of the Support team including but not limited to:
- Providing front line assistance to the team
- Being the first point for escalation and providing de-escalation coaching to team members
- Helping the team meet their quality and survey goals
- Meeting established service levels
- Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.
- Design and test new product offerings and new software applications.
- Providing backup support for employees and managers
- Maintain a positive work atmosphere with the team and internal departments.
- Review and resolve complex accountholder requests
- Assist in updating, and reviewing internal Policies and Procedures
- Guide Team members to utilize Digital Coach tool in their workflow
- Manage escalated client calls and assist managers with following up with account holders
- Provide answers to client inquiries regarding Inspira’s products, services, and fees
- Provide direct feedback to team members on areas of opportunities to enhance services provided to the accountholder. Participate in providing feedback for mid-year and annual reviews.
- Utilize sound judgment to escalate issues that may require intervention of the manager
- Provide answers to accountholder inquiries regarding Inspira’s products, services, and fees.
- Maintain a professional approach to client service, consistent with Inspira’s protocol and service levels.
- Recommend and implement ways to improve efficiency, survey results, and quality.
- Manage special projects
- Other duties as assigned
Typical schedule is 11:30 a.m. to 8:00 p.m. CT and will include every Saturdays, with an optional weekday off (Tuesday through Friday). This position is for the Escalations/Life Events team for R&W LOB. Experience with Death, Divorce, POA and Escalations is necessary.