Enrollment and Fulfillment Team Lead
Argus Dental & Vision, Inc.
25 reviews
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Tampa, FL 33607
Argus Dental & Vision, Inc.
25 reviews
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Job Summary
The Enrollment and Fulfillment Team Lead will oversee the Commercial Enrollment & Fulfillment Specialists I and II and will build effective relationships with brokers/consultants and front-line benefit contacts to ensure a high degree of satisfaction with our products and services. The Supervisor will monitor and maintain data integrity within accounts and book of business in order to improve external communication, account management performance, and book of business management. The Supervisor is responsible for ensuring that calls are handled within guidelines, providing floor and escalation support, coaching for performance improvement and assisting with call quality and training.
Summary of Essential Job Functions
• Lead the daily activities of the Enrollment Specialists and administrative staff.
• Create a positive and inspiring work environment for staff through motivation and continual team development.
• Maintain continuous focus on productivity through monitoring standards, metrics, performance criteria, policies and procedures.
• Oversee all commercial products, both individual and group policies.
• Research and respond to all escalated inquiries with a strong sense of urgency.
• Audit phone calls and provide coaching to ensure adherence to KPI’s and standards.
• Analyze metrics to develop individual performance action plans.
• Manage agent's performance, time management, attendance, and policy compliance.
• Interview, evaluate, coach, reward staff and deliver disciplinary actions as needed.
• Consistently monitor team to proactively identify potential problems and implement resolutions.
• Analyze results and trends to develop plans to improve team performance.
• Lead a team in identifying new process improvements driving productivity and service.
• Develop relationships with the supporting business units to help resolve issues.
• Perform various additional tasks as required by Customer Care Leadership.
• Assist in all duties E&F teams does.
Required Knowledge, Skills and Abilities
• Licensed Florida Health Insurance Agent
• Open flexibility with schedule
• Demonstrates strong understanding of dental/vision products.
• Ability to multi-task and work under tight deadlines.
• Exceptional organizational, written and verbal communication skills.
• Proficiency with Word, Outlook, Excel, PowerPoint.
• Excellent presentation skills and professional demeanor.
• Proven ability to build consensus and work effectively within a cross-departmental team.
Experience
• Previous Account Management experience
• Previous call center experience
• Previous leadership experience
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.