Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 
Team Lead for Contact Center Services for Group Life and Group Disability Insurance expected to effectively lead a high volume team of customer service representatives to meet set goals and ensure compliance with Accenture policies and Client Contact Center quality & criteria. Responsible to provide support to non-clinical and client teams at a high caliber, assisting with the promotion of quality claimant outcomes, optimizing claimant benefits, and promoting the effective use of resources. Supports the procedures that ensure adherence to policies and claimant benefits in providing service that is appropriate, high quality, and cost effective. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
 
Key Responsibilities
  • Oversees a team of customer service representatives whose primary function is to handle customer service inquiries via inbound calls
  • Accountable for skill, competency and development of direct team members through performance coaching, mentoring and talent development efforts
  • Accountable for service level performance of direct associates according to established policies and business rules set by the client in the day to day operations through an effective monitoring and management of team performance
  • Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department; provides leadership, mentoring, and supervision of staff.
  • Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed; and studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance.
  • Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
  • Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
  • May perform follow up on incidents with customer to ensure customer satisfaction or effectively handling senior level escalations or customer complaints received via various sources
  • Accountable for setting goals and objectives for each team member and ensure individuals meet their targets.
  • Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
  • May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material


Qualifications

Basic Qualifications:
  • Minimum 2 years’ experience in the Insurance industry management process interpreting and applying member contracts and benefits
  • Minimum 2 years’ experience of call center management
  • Minimum 2 years’ experience with client/vendor relationship management
Preferred Qualifications:
  • Knowledge of ICD-9 and ICD-10 and CPT codes
  • Experience in medical or insurance field
  • Experienced with SLA & Quality Call Center Management
  • Experienced in Operational Excellence
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.
 
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
 
Equal Employment Opportunity:
 
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
 
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
 
Accenture is committed to providing veteran employment opportunities to our service men and women.
 
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
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