Sr Team Lead – Blue Cross Blue Shield of Michigan

Has technical and/or business or administrative personnel reporting to them.  Requires solid knowledge of the supported business areas. Assigns work to team members and directs their activities. Reviews and evaluates work and prepares performance reports. Confers with and advises team members on administrative policies and procedures, technical problems, priorities, and methods.Ensures adequate service levels are maintained by providing cross-training and/or formal training as necessary. Reviews and ensures a high level of quality and service are maintained by meeting or exceeding commitments. Initiates, develops and enforces standards and procedures in support of improved service. Performs leadership duties, including performance reviews.  May be heavily involved in technical activities.Relies on experience and judgment to accomplish goals. Other duties may be assigned.

The Workforce Reporting Sr Team Lead oversees a team of highly skilled analysts responsible for analytics and project support.  The team is responsible for gathering, interpreting, analyzing and communicating key data trends as well as supporting key projects within Service Operations.

The work environment is fast-paced and demanding.  Change is the norm.  Creativity is encouraged.  The candidate will succeed by managing priorities for their team and by strengthening relationships with our customers.

This is an exciting opportunity to gain exposure to all Blue Cross Blue Shield of Michigan and Blue Care Network business segments, work with cutting-edge contact center technology and lead critical service improvement initiatives.

The Sr Team Lead is responsible for leading projects and team members to produce desired results. The Sr Team Lead will interface with external and internal customers and vendors to identify and/or analyze business problems and develop solutions.  The Sr Team Lead will develop and improve workflows and business processes to improve customer service, decrease costs, improve quality and efficiency.

The position will be located downtown in our Detroit location.  Applicants seeking a self-directed, challenging position accountable for achieving business objectives in a rapidly changing environment should immediately apply.

 This position reports to Doug Millson.

Qualifications

• Bachelor’s Degree in related field required.  (Internal candidates must have three years of college).
• Minimum five (5) years related experience preferred.
• Excellent analytical, organizational, verbal and written communication skills.
• A high proficiency level in specific job related skills is required.
• Extensive creativity required across areas of expertise.
• Other related skills and/or abilities may be required to perform this job.

• Ability to work independently, within a team environment and with multiple priorities
• Proven ability to successfully drive forward complex projects with many working pieces
• Proficient in current industry standard PC applications and systems (e.g., Access, Excel and Word)
• Ability to develop, implement and monitor policies and procedures
• Travel to business locations may be required, selected candidate will be required to provide their own transportation

Departmental Requirements: 

• Demonstrated experience in a leadership role with analytical responsibilities
• A minimum of 5 years experience in a related field
• Excellent verbal and written communication skills required, including the ability to present complex ideas/plans to all levels of leadership
• Excellent interpersonal skills, with a proven ability to build key relationships across different areas
• Must pass Team Leader assessment

Departmental Preferences: 

• Demonstrated experience writing technical or number-backed analytical communications
• Working knowledge of call center technology, metrics and systems
• Experience with a call center operation preferred