Benefit Resource Center Team Leader / National BRC Manager

General Description: Responsible for the management of the Houston Benefit Resource Center (BRC) and oversight for BRC locations in other cities.

Responsibilities: 

·       Hands on management of Houston BRC Team (10+ Benefit Specialists) hire, develop, train and team performance in accordance with the BRC Standards.

·       National Leadership responsibilities for the other BRC locations across the country.

·       Responsible for full-cycle management and development of BRC Team Leaders and team members. Team Leaders are located across the US and quarterly face-to-face visits are required. 

·       Develop and deliver training and training tools consistently for all BRC units. 

·       Ensure standards, operational processes, training opportunities, and management is occurring across all units. 

·       Ensure the BRC services are communicated, implemented, and valued through regular engagement with USI Account Management teams. 

·       Develop, communicate, and implement educational information and sales tools for the USI service and sales teams. 

·       Collaborate with Team Leaders to develop shared resources and process. 

·       Prepare, analyze, and deliver national and regional reports on BRC performance. Includes overall, unit, and associate performance. 

·       Review open calls and phone interactions. Ensure accurate, timely responses, and quality service. 

·       Oversee team member workload and appropriate staffing levels. 

·       Participate in meetings and briefings for select opportunities. 

·       Collaborate with Team Leaders to identify trends. Report them to the insurance carrier and/or the Account Manager.

·       Develop and fine-tune appropriate workflows to ensure efficiencies. Implement changes when needed.

·       Function as resource and escalation point for Team Leaders. 

·       Develop effective interdepartmental communication strategies to foster team behavior.

·       Work with IT and National EB Operations Manager on systems and system development. 

Knowledge, Skills, and Abilities:

·       Prior claims resolution experience or related call center experience preferred. 

·       College degree preferred. 

·       Must hold or be willing to earn life and health insurance license.

·       Prior managerial experience required.

·       Formidable team leadership abilities. 

·       Comfortable with internet-based programs, Microsoft Office products, and call tracking systems. 

·       Strong attention to detail and ability to self-check work. 

·       Excellent time management skills. 

·       Excellent problem-solving skills. 

·       Able to energize and motivate others. 

·       Strong verbal and written communication skills. 

·       Forty percent (40%) travel to other BRC locations.