FMLA Customer Service Team Lead

ComPsych ® Corporation is the world’s largest provider of mental health services and GuidanceResources ® for life . Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources ® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

We are seeking an enthusiastic Team Lead for our FMLA Customer Experience department. The Team Lead of FMLA Customer Experience will manage and lead a staff of 20 customer service specialists to administer absence management programs. The Team Lead will work closely with other departments to ensure customer and client satisfaction. This individual will report to the Manager of FMLA Customer Experience and must have prior call center management experience.

Primary Responsibilities

• Partner with internal resources to recruit, develop, lead, and manage a high performing workforce with minimal turnover
• Develop, implement, and monitor performance indicators for staff, providing feedback, training, and corrective action to staff as needed
• Manage the resource allocation of staff to ensure proper staffing and production levels are maintained for call volume
• Review internal controls to ensure proper FMLA adjudication within established time frames and guidelines
• Monitor quality standards consistent with internal goals and federal and state regulations
• Identify and implement process improvements to increase operating efficiency
• Maintain a positive work environment that supports high performing teams
• Partner with Account Services on complex customer issues to resolve inquires or complex issues
• Build and maintain positive relationships with our customers to foster a sense of loyalty and commitment
• Other duties as assigned
  
  

Job Qualifications

• Bachelor’s degree preferred, advanced degree a plus
• 2+ years of call center management experienc e required
• Ability to work an evening schedule (PM) from 12:30 PM – 9:00 PM CST or 01:00pm – 09:30pm CST preferred
• Excellent leadership and communication skills
• Knowledge of call center tools required
• Microsoft Office experience required
• Experience in absence management or disability management in a corporate or consulting environment a plus
• Quick Thinking, high energy, positive and professional, with demonstrated multi-tasking and critical thinking skills
  
  

Benefits And Perks

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• The pay range for this position is $60,000.00 - $70,000.00
  
  

EEO

ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.