ComPsych · 3 hours ago

FMLA Customer Service Team Lead

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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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 inquiries or complex issues

Build and maintain positive relationships with our customers to foster a sense of loyalty and commitment

Other duties as assigned

Qualification

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