The EBC Team Lead provides assistance in the direct oversight and supervision of the day-to-day operations of the EBC team, while also maintaining relationships with EBC Team Manager, Service Center, BPSS, Client Operations Teams and Client Admin Teams.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES

　　Analyze operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded per department and client service level agreementsLeads team to ensure that all data is processed according to policy to establish, build, and maintain positive working relationshipsAssist in the design of, implement and monitor reports that effectively communicate business activities for both internal and external purposesDraft communications for effective business activities, both internally and externallyParticipate in the development, implementation and improvement of departmental policies and proceduresComplete and report to the management team the results of quality measurements, phone statistics, customer usage, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.)Participate in client implementation planning, documentation, support, and team trainingParticipate in customer tours and assist with internal audits and special projects, as requestedInteract with client project team on a regular basis to identify needs and provide appropriate, feasible solutionsAssist in training, coaching, and leading EBC team members on Case Management and related systemsAssist and guide team members through difficult calls or issues, or handle issues with internal and external customers that cannot be fielded by EBC Support SpecialistsAssist in monitoring quality evaluation processes to provide performance measurement standards for individuals and the departmentEnsure that the team maintains a thorough understanding of the client's plans and benefit regulations to achieve desired service levelsPerform other duties as assigned

　　KNOWLEDGE, SKILLS, AND ABILITIES

　　Must demonstrate a strong customer service focus with previous inbound call center experience preferredMust be available to work an 8 hour shift anytime between 8:00am - 5:00pm CST, Monday through FridaySelf-starter and team motivator with excellent organizational and time management skillsExcellent listening and probing skillsEffective verbal and written communication skillsStrong attention to detail and accuracyExcellent attendance and punctuality are essentialAbility to be flexible and work under pressure to meet strict deadlines in a team environmentStrong interpersonal skills suitable for interacting with various departments Demonstrated ability to lead, motivate, and coach an empowered team of EBC team membersExcellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced by the teamAbility to manage multiple projectsAbility to carry out assigned projects to their completion; ability to establish and maintain effective working relationships with co-workers, customers, and vendors; ability to maintain confidential and sensitive information; ability to understand and follow instructionsTechnical skills including Microsoft Office Suite; strong proficiency with MS ExcelUnderstanding of health and welfare benefits  

　　EXPERIENCE AND/OR EDUCATION

　　At least 1+ year experience as an EBC Team Member  

　　OTHER REQUIREMENTS

　　All requirements for the internal transfer policies must be met.