Beneficiary Center; BSC Team Leader

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Responsible for the day-to-day leadership and development of Beneficiary Support Center Customer Service Staff to ensure optimal beneficiary & provider service for both phone and non-phone work driving a consistent customer centric experience.

Front line staff are the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP), responding to inbound calls or contacts from our beneficiaries & providers based around the world, either current or former members of the US military and their families, who want to access medical services

• Supervises the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted time frames.
• Coaching, supporting and developing members of the team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards.
• Leading the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
• Responsible for ensuring all service standards / KPI’s are met and ensures the team is following the correct procedures and processes at all times.
• Provides quality feedback to BSC Front Line Staff to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.
• Apply critical and creative thinking strategies to find productive solutions to issues
• Ensures that the Beneficiary Supervisor, Manager and Head of Service Delivery leadership are regularly briefed on performance issues impacting the team.
• Executes the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Supervisor, Manager or Head of service delivery.
• Acts as a first point of escalation for complex issues within the team.
• Participate in ad-hoc projects, taking the lead where appropriate.

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

• Displays maturity and strong leadership traits, ability to lead teams
• Familiar with CRM usage and managing call center agents.
• Takes initiative, demonstrates responsibility.
• Listens and engages team members, drives a customer focused culture.
• Customer service orientation and a team player.
• Proactively identifies and acts on potential problems and / or difficulties.
• Demonstrates effective problem solving skills and lateral thinking.
• Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
• Ability to listen, write and speak effectively.
• IT literate and conversant with contemporary computer software.
• Supports the management team in meeting and exceeding stated objectives.
• Maintains confidentiality of all patient and/or client information. Both International SOS and
• HIPAA/PII guidelines and regulations will be followed.
• Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues.
• Clearly understands and enforces the appropriate escalation protocol by quickly delegating, directing or escalating any and all concerns.
• Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Assists with and directly manages the administrative aspects of having a team of BSC Front Line Staff.

Required Competencies (Critical behaviours necessary to successfully perform the job)

• Leadership
  • Leads by example and is a role model to others. Helps self and others to focus on what really matters.
  • Uses own influence to guide individuals and groups towards achieving their goals.
  • Delegates appropriately within the team, playing to the strengths of individuals.
• Customer Focus
  • Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations.
  • Supports and encourages others to deliver superior services across the organization.
  • Provides the tools and information to make this happen
  • Measures and evaluates services levels using a variety of approaches
• Communication Skills
  • Influences audiences effectively in challenging and/or adversarial situations
  • Simplifies, condenses and communicates ideas and concepts from many sources
  • Keeps people well informed of key issues impacting the business
• Problem Solving
  • Converts original ideas and creative approaches into practical solutions.
  • Quick and resourceful in mastering facts, information and knowledge to help others solve business problems
  • Motivates others to adopt diverse problem solving techniques and processes
• Drive for Results
  • Concentrate on value adding business opportunities and focuses employee efforts on them
  • Exercise leadership in making things happen by being directive and action oriented
  • Shows…