In this Job, you will:

• Work with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching (Ulysses methodology).
• Support management in driving strategic direction at the lead and staff level.
• Support leads on escalated interactions, 2nd point of contact.
• Work with team leads and staff employees to drive efficient call volume activity and management through communication with the Workforce Management Team and call queue monitoring.
• Support cross-functional process improvement efforts.
• Process of all direct reports timecards and ensuring all associates are completed.
• Reward and recognize associates monthly for performance above and beyond expectations.
• Perform interviews for new hires and tracking for all requisitions at the lead associate and associate level.
• Review and adhere to all Company policies and procedures and the Employee Handbook.
• Other duties as assigned.

• Associate's Degree or the equivalent work experience plus a minimum of one years of experience in a lead/supervisory role.
• Demonstrated success in leading others.
• A minimum of 2 years' of experience in operations, preferably in the medical, insurance or healthcare field is also required.
• Strong technical knowledge of Excel, Word and Outlook.
• Strong reporting skills.

• Competitive salary range: $50000 - $70000 / year (depending on experience) plus Bonus Incentives
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
• Advancement opportunities, professional skills training, and tuition Reimbursement
• Great culture with a sense of community.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.