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Guardian Life Customer Care Team Lead in Boston, Massachusetts

This posting is in anticipation of a future need

Customer Care Team Leader

Are you a successful leader who is experienced in leading a team of Customer Care Professionals? Do you have experience leading a team that is responsible for providing subject matter expertise on the clients’ leave and disability policies, providing exceptional customer service to employees and managers employed by the client? Is a culture where “People Count,” “We Do the Right Thing,” and “We Hold Ourselves to Very High Standards” important to you? If so, ReedGroup is seeking a Customer Care Operations Manager with experience meeting team service goals and objectives including metrics.

A strong focus on the performance, culture and overarching Customer Care Center processes is critical in this role. Ensuring Customer Care Professionals are aligned with corporate and client objectives and providing the best customer experience is also key to the success of this individual. As well as consistently achieving productivity, SLA performance and customer satisfaction targets.

The below represents the primary duties of the position, others may be assigned as needed. The requirements listed below are representative of the knowledge, skill, and/or ability required.

You will:

  • Be responsible for communication between the administrative team and the clinical team, for all parties in Family and Medical Leave Act (FMLA) client absence programs including employees, client company, health care providers and clinical partners

  • Provide leadership to the Customer Care Professionals

  • Ensure legal compliance and confidentiality, provide timely notifications to employees and client company, review documentation for approvals and denials, respond to periodic audits

  • Assists the Customer Care team in identifying potentially fraudulent cases

  • Act as a liaison between the Customer Care Professionals and Case Managers

  • Escalate cases to the Clinical Case Manager as applicable

  • Be responsible for creating and maintaining schedules for the team

  • Serve as a Subject Matter Expert on Leave of Absence programs at Reed Group and support the team with expert knowledge of client specific details

  • Partner with Team Leaders from the Claim and Service organization to provide strategic and operational guidance to improve the customer experience

  • Lead a virtual team (across multiple locations), defining roles and responsibilities and establishing direct accountabilities to achieve business goals

  • Focus on building talent and people capability to enable a high-performance culture

  • Demonstrate experience leading, mentoring and inspiring staff to achieve superior results

  • Analyze trends in call volume to identify self-service or offshore opportunities to drive business efficiencies

  • Create and maintain a collaborative team focused on effective, high quality client service

  • Respond timely and accurately to client and internal inquiries, according to established standards with attention to style, tone, and manner of communication

  • Monitor team for productivity and quality client service

  • Ensure staff schedule adherence

  • Communicate important information on new/updated processes and procedures to staff

  • Provide ongoing client support with the use of diagnostic skills to identify root cause of client issues, develop solutions and recommend appropriate action to prevent recurrence of problem

  • Build strong client relationships and provide quality service in an effort to retain client base

  • Serve a vital role in coaching the team and being the escalation point for complex incidents

  • Serve as the liaison between the Director and the team

  • Identify opportunities for continuous improvement

  • Manage to the established Key Performance Indicators (KPI’s) and ensure Performance Guarantees are met

  • Demonstrate adherence to Reed Group values and performance guidelines

  • Manage and oversee workload, performance management, personnel management, and goal setting for the team

  • Provide weekly updates to management on team progress

  • Focus on the development of staff by working collaboratively with them to develop stretch goals and create opportunities for them to expand their horizons

  • Work on assigned projects within timeline and budget

  • Ensure legal compliance and confidentiality, provide timely notifications to employees and clients, review documentation for approvals and denials, respond to periodic audits

  • Experience managing complex client relationships

  • Participate appropriately in client meetings and implementations

  • Support sales team by participating in finalist presentations

  • Perform side by side listening/shadowing and coaching with team members to assist in the further development of staff

  • Be a positive, energetic and results oriented team player

You have:

  • An Associate Degree or equivalent work experience

  • A minimum of 3 years of Customer Care leadership

  • The proven ability to manage both day to day execution and projects to achieve results of business goals and special assignments

  • Excellent interpersonal communications skills both written and verbal

  • Advanced problem-solving and analytical skills

  • Excellent communication and relationship building skills

  • Previous supervisory experience and the ability to prioritize and assign work in high volume call center

  • Advanced level computer skills using Windows 2000 and Microsoft Office suite of programs including Word, Excel, PowerPoint and Outlook

Critical Core Competencies:

  • Adaptable, flexible, and able to lead/manage the team through change

  • Effectively navigate organizational complexity, understanding the interdependencies and priorities

  • High degree of intellectual agility to handle complex business and technical issues

  • Superior critical thinking skills with a proven analytical business acumen.

  • Exceptional leader of people who can mentor and build capabilities within teams

  • Demonstrated talent management recruiting and retention strategies

  • Technology proficiency: demonstrates a solid understanding of leveraging technology, tools and data to drive innovation, operational improvements and customer experience

We offer

  • Medical, dental, vision, and prescription plans – no waiting period, available day one!

  • Paid training

  • Paid parental leave and backup family care

  • 401k

  • Attractive Paid Time Off (PTO) Available upon completion of training

  • Life and disability insurance

  • Tuition assistance program

  • Wellness discounts

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Salary Range

$54,030.00 - $100,340.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

Health Care

  • Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

  • Dental plan

  • Vision plan

  • Health care accounts – flexible spending, health reimbursement, and health savings accounts

  • Critical illness insurance

Life and Disability Insurance

  • Company-paid Life and Disability insurance plus voluntary supplemental coverage

  • Accident insurance

Retirement and Financial

  • 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

  • Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

  • Flexible work arrangements (part in-person/part remote)

  • Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

  • Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

  • Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

  • Emotional well-being, mental health, and work/life resources powered by Spring Health

  • Wellness programs, including fitness program and equipment reimbursement

  • Child, adult, and elder back-up care support through Bright Horizons

  • Adoption assistance

  • College planning

  • Tuition reimbursement

  • Student loan assistance

  • Commuter benefits in select metropolitan areas

Justice, Equity, Diversity & Inclusion (J.E.D.I.)

  • Employee Resource Groups that advocate for inclusion and diversity

  • J.E.D.I. certification and training programs

  • Matching gifts/volunteering

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact .

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at .