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Sr Team Leader in Roswell, GA at HGS

Date Posted: 4/13/2018

Job Snapshot

  • Employee Type:
  • Location:
    Roswell, GA
  • Job Type:
  • Experience:
    At least 3 year(s)
  • Date Posted:

Job Description

Job Purpose:

The mission of this job is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and by managing performance so that we consistently meet and exceed client expectations.

This position is responsible for driving the overall team performance for the Aetna Pharm Tech program. Therefore this candidate must provide leadership, direction and support to other managers, team leaders & coaches as necessary.

This candidate must have a strong attention to detail, be self-motivated, and willing to work effectively in a dynamic environment with a high-performance team of pharm tech professionals. This manager should have a proven track record in a fast paced environment and have successfully impacted performance in the call center environment. This position will work and communicate directly with HGS Operations Managers and senior client leadership as needed.

Principal Duties and Responsibilities:

  1. Coach and Develop Pharmacy Technicians to achieve team goals that support business strategies and objectives. Responsible for monitoring employee performance using approved quality processes. Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
  2. Responsible for clearly communicating client and HGS expectations on an individual basis. Ensure production, quality levels and metrics are met and exceed client expectations.
  3. Provide operational expertise in achieving business goals by effectively analyzing and acting on reported data.
  4. Identify trends and initiate plans of action to prevent client impact.
  5. Drive daily and weekly action Plans to address individual team performance in relation to departmental performance.
  6. Provide Daily Team Stats to manager and establish mitigation plans for low performing teams.
  7. Provide accurate and proactive feedback to our client.
  8. Drive compliance errors to correction and ensure effective coaching has been completed.
  9. Drive coaching of daily quality errors and identify repeat offenders.
  10. Acting as Liaison and bridging the gap between teams (production, quality, & training) to promote uniformity and ensure all teams are working cohesively towards common goals.
  11. Responsible for handling escalated and non-resolved customer calls.
  12. Increase Employee Satisfaction and Employee Retention.
  13. Audit and approve team payroll.
  14. Monitor Team Leader compliance to schedule.
  15. Participate in cross-functional activities and communications to further HGS’s success.
  16. Responsible for communicating by personal example and ongoing dialogue compliance to HGS policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our Pharm Techs.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service. * Maintain good attendance habits

Job Requirements

  • AA/AS in Business Management or related field or equivalent experience required. (BA/BS in Business Management or related field preferred)
  • 1 – 3 years experience in call center or related field, including 12 months in management.
  • State Board of Pharmacy license (PTCB preferred)
  • Basic knowledge of call center management systems and terminology preferred.
  • Strong attention to detail.
  • Proven ability to identify trends and perform effective root cause analysis.
  • Working knowledge of PC applications for word processing and spreadsheet.
  • Demonstrated ability to improve and/or transform team processes.
  • Demonstrated ability to understand basic data and take appropriate action.
  • Demonstrated ability to lead, motivate, and develop work teams toward improved performance.
  • Demonstrated written and verbal communication skills, focusing on professionalism, conflict resolution and positive reinforcement.
  • Proven ability to self-motivate and lead by example
  • Not be complacent with status quo. Always look for innovative ways of improving process.


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