Customer Service Team Lead

Before you apply

Job source

Himalayas

Applying on

himalayas.app

Workplace

Fully remote

US state

Nationwide remote

Category

Customer Service

Link last checked

Not checked yet

Posted

2 weeks ago

Closes

10/29/2026

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About the role

Workforce Classification: Telecommuter Join Our Team: Do Meaningful Work and Improve People’s Lives Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare. Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace. Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: . At Premera, our purpose is rooted in improving customers’ lives by making healthcare work better. As a Customer Service Team Lead , you will play a meaningful role in bringing that purpose to life by guiding a team that directly supports the experience of our members and customers. In this role, your leadership helps ensure service is timely, accurate, and compassionate—especially in the moments when people rely on us for clarity, support, and confidence in their healthcare journey. This is an opportunity to lead through change, strengthen operational performance, and make a lasting impact on both the team you support and the members we serve. The Team Lead role oversees the workload and performance of assigned staff to support company strategies and operational goals. Key responsibilities include leading the team through a fast-paced, ever-changing environment while monitoring and supporting individual and team performance. This role is also responsible for identifying and implementing effective solutions to problems as they arise. What you will do: Ensure adequate staffing to meet the production and quality standards. Continuously improve team accuracy, workload capacity, and process efficiency. Manage and mentor staff; develop measurable departmental and individual goals that support the execution and success of company strategies and guides staff on their individual development plans. Conduct performance evaluations, create performance improvement plans, and recommend merit and promotional increases. Ensure the completion of appropriate Premera training programs to develop employee knowledge and skills. Recommend and arrange additional training when appropriate. Manage efficient workflow processes and procedures by maintaining understanding of current workforce management technologies. Monitor service indicators and internal /external customer feedback to design, recommend and implement operational and systems changes. Analyze and recommend solutions involving systems performance, audits, cost efficiencies, workflow measures, and service trends. Proactively anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary. Develop and prepare tools, matrices, action plans, procedural manuals, regular and ad-hoc reports to clearly communicate progress on recommendations. Serve as a resource for and collaborates with cross-functional teams to evaluate and ensure workflow issues are addressed by establishing protocols and developing action plans. Build and maintain cross-functional business relationships across the organization. Lead work teams designed to identify and implement process improvements through LEAN methodologies. Evaluate and provide recommendations to leaders for process improvements based on observations of trends, progress, and obstacles. Suggest strategies and develop tactical plans that support the overall long-term vision of the department. Serve as an escalation point for direction and strategy for resolution of highly visible complaints and issues. Manage assigned team including hiring, c

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