Primary Responsibilities:

• Independently handles a team of 10 – 15 associates. Formulates business and developmental goals for his team

• Drives the fulfillment of performance metrics

• Accurate and timely documentation of all process related data

• Ensure accurate and timely delivery of data to Team Liaison

• Building and maintaining an effective Team environment

• Build and maintain effective relationships with internal customers (i.e. Team Liaison, US Team Leads/Supervisors, Managers and Directors etc.)

• Coordinate with the Team to identify process improvement opportunities

• Monitor, measure and report Team performance metrics and implement Team incentive programs

• Identifying training needs for the team deliver and facilitate trainings

• Provide updates to management on individual and group training results, therefore facilitating further improvement in training methodology / content / methods

• Partner with leadership to promote department revenue and business objectives

• Analyze and identify error trends and opportunities for defect reduction

• Analyze and develop overall improvement plans (department and individual)

• Administrative responsibilities as assigned Handles sensitive information appropriately (HIPAA) and acts in a fair and honest manner consistent with the company’s code of conduct

• Identifies trends and issues and recommend solutions

• Manage contact center for inbound/outbound calls from members and providers

• Maintain all relevant SLA’s and metrics for the processes

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Graduate

• Total experience of at least 5 years, with a minimum of 2 – 3 years in the role of a Team Coach

• 2 – 3 years of experience in managing a international environment

• Ability to lead a team in an operational environment See Less