Customer Service Team Lead, Medicare Advantage

Mass General Brigham Health Plan
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Oct 23, 2025
Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience. Essential Functions -Lead and supervise a team of customer service representatives, providing direction, guidance, and support. -Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise. -Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members. -Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner. -Implement and enforce quality control measures to ensure consistent and excellent customer service. -Continuously evaluate customer service processes and identify opportunities for improvement. -Handle escalated customer issues that cannot be resolved by customer service representatives. Some High School Completed required Bachelor's Degree Related Field of Study preferred Experience Customer Service Experience 3-5 years required and Leadership/Supervisory Experience 1-2 years required Knowledge, Skills and Abilities - Familiarity with customer service best practices, techniques, and standards is essential. - Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts. - Excellent verbal and written communication skills. - Strong problem-solving skills to address customer inquiries, complaints, and complex issues. - Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships. - Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines. * M-F,9:00 AM -6:00 pm or 11:30-8:00 pm Eastern Business hours required for remote role * Quiet, secure, stable, compliant work station required Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.