About ComPsych

ComPsych® Corporation is the world’s largest provider of employee assistance programs (EAP) and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, wellness, work-life, HR, FMLA and absence management services under its GuidanceResources® brand. ComPsych provides services to more than 68,000 organizations covering more than 139 million individuals throughout the U.S. and 190 countries. By creating “Build-to-Suit” programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.

Job Summary

We are seeking an enthusiastic Team Lead for our FMLA Customer Experience department. The Team Lead of FMLA Customer Experience will supervise and lead a staff of customer service specialists to administer absence management programs. The Team Lead will work closely with other departments to ensure customer and client satisfaction. This individual will report to the Manager of FMLA Customer Experience and must have prior call center management experience.

Primary Responsibilities

• 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
• Other duties as assigned

Job Qualifications

• Bachelor’s degree preferred, advanced degree a plus
• 2+ years of call center management experience
• Excellent leadership and communication skills
• Knowledge of call center tools required
• 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

Benefits and Perks

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

EOE/AA/M/F/Vet/Disability
ComPsych Corporation maintains a drug free workplace.