ComPsych^Ⓡ is the worldwide leader in organizational mental health, well-being, and absence management, dedicated to igniting human potential in workplaces across the globe. For over 40 years, we have combined the best in technology with unmatched human expertise to help individuals and their organizations thrive. Our GuidanceResources^Ⓡ and AbsenceResources^Ⓡ solutions deliver end-to-end mental health, well-being, work-life, health navigation, and absence support to more than 75,000 customers worldwide,  touching more than 160 million lives across 200 countries. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health and absence management needs.

We are seeking an enthusiastic Team Lead for our FMLA Customer Support operations unit, who will supervise and lead a team of specialist to administer absence management programs and ensure that our customers, Human Resources team receives the assistance needed in regards to Absence Management products.  This leader will work closely with other departments to ensure customer and client satisfaction.  This individual will report to the Customer Support Manager, and must have a strong business acumen, management experience, and leadership ability.

• Oversees a unit of staff and provides direction and coaching, when needed
• Manage complicated inquiries, educate providers/clients and reconcile inconsistencies and procedural difficulties 
• Oversee key operation metrics such as: call monitoring, queue management, productivity, quality of delivery and documentation
• Monitor daily activities within the department, including but not limited to staff scheduling
• 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 inquires or complex issues
• Build and maintain positive relationships with our customers to foster a sense of loyalty and commitment
• Partner with external departments on client calls
• Other duties as assigned

• Bachelor’s degree required, advanced degree a plus
• 2+ years of Claims or Customer Experience management experience
• Excellent leadership and communication skills
• Training and quality management experience
• Microsoft Office experience required
• Experience in absence management or disability management in a corporate or consulting environment, a plus
• Quick thinking, high energy, positive, and professional, with demonstrated multi-tasking and critical thinking skills
• Must have the ability to work a flexible schedule to accommodate different time zones

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more

EEO

ComPsych is an equal opportunity employer.  All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.