OSS Team Lead

PRIMARY PURPOSE: To supervise Operations Support Services (OSS) staff and processes; to monitor colleagues' workloads; to provide training and monitor individual transactions; and to provide technical direction on work processes.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

oSupervises Operations Support Services colleagues.

oDefines and establishes quality assurance procedures, standards, metrics reporting and auditing.

oTrains OSS team on tasks and responsibilities.

oReviews quality data, conducts audits, tracks quality metrics, and reports on findings.

oTracks non-compliance issues and monitors through resolution.

oManages staffing schedules to assure appropriate department coverage.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

oPerforms other duties as assigned.

oSupports the organization's quality program(s).

oTravels as required.

SUPERVISORY RESPONSIBILITIES

oAdministers company personnel policies in all areas and follows company staffing standards and training recommendations.

oInterviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

oProvides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred.

Experience
Six (6) years of related experience or equivalent combination of education and experience required to include two (2) years claims management experience. Some proven software specifications experience required. Supervisory experience preferred.

Skills & Knowledge

oExcellent oral and written communication, including presentation skills

oPC literate, including Microsoft Office products

oLeadership/management/motivational skills

oExcellent analytical and interpretive skills

oStrong organizational skills

oStrong time management skills

oGood judgment and discretion skills

oAbility to manage multiple projects and set priorities

oAbility to work in a team environment

oAbility to meet or exceed Performance Competencies

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations. 

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time