GoHealth
We're disrupting the health insurance industry with our digital platform.
Chicago, IL

TeleCare Enablement Team Lead

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GoHealth’s TeleCare team is looking for an enablement lead to provide managers and agents with the training, content, processes, performance analysis and tools they need to deliver superior member support. This includes working with different teams like quality assurance, marketing, customer operations, and TeleCare leadership to increase productivity and drive best-in-class service for our members. The TeleCare Enablement Lead will report to the VP of TeleCare.

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

Responsibilities:

  • Forecast and model quarterly performance and bonus plans for TeleCare agents; track and report monthly team progress to goal
  • Enable managers and frontline agents to understand updates to product knowledge, workflows, and effectively adapt to new initiatives; own process documentation and distribution
  • Collaborate with customer operations, recruiting, and workforce management to ensure adequate agent staffing levels
  • Continually analyze and improve operational processes; reduce agent pain points
  • Communicate with business stakeholders to understand problems and desired technology enhancements to support TeleCare operations
  • Manage flow of information up and down regarding program or process changes
  • Provide ongoing support and routine assessment of the TeleCare agent onboarding/training process and recommend updates as necessary
  • Collaborate with quality assurance and team managers to coach TeleCare agents on areas of individual agent performance improvement.
  • Manage 2-3 support staff

Skills & Experience:

  • 3+ years direct experience in Customer Service management and/or Operations training/enablement
  • Understanding of call center metrics and data, with ability to determine underlying drivers of overall center performance
  • Ability to link strategic plans and operational processes to ensure proper strategy execution
  • Demonstrated ability to think analytically and troubleshoot technical issues
  • Superior organizational and project management skillss
  • Excellent written and verbal communication skills
  • Proficiency in MS Office, especially Microsoft Excel (can build and perform complex functions, v-lookups, pivot tables) 
  • Skilled with PowerPoint a plus
  • Experience working in JIRA or a similar ticket experience a strong plus. 
  • Familiarity with hiring and onboarding practices
  • Bachelor’s degree preferred

Benefits and Perks

  • Open vacation policy because work life balance is important
  • 401k program with company match
  • Employee Stock Purchase Program
  • Medical, dental, vision, and life insurance benefits
  • Paid maternity and paternity leave
  • Professional growth opportunities
  • Generous employee referral bonuses
  • Employee Resource Groups
  • Work from Home Stipend
  • Remote Flexible
  • GoHealth is an Equal Opportunity Employer

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities' and the CDC.


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What are GoHealth Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Unconscious bias training is completed by all employees and key leaders.
Diversity manifesto
Diversity employee resource groups
At GoHealth you will find a very interactive Women@GoHealth, WomeninSales, Black Lives Matter ERGs to name a few. We continue to empower employees to create employee resource groups within
Hiring practices that promote diversity
From our gender neutralized job descriptions that encourage women and underrepresented groups to apply,to our interview practices, GoHealth strives to promote diversity when hiring.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
GoHealth provides all employees access to our Employee Assistance Program (EAP) which provides well being and financial assistance. Our open PTO policy is also available for mental health days.
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
We have recently become public and will allow employees to purchase stock during certain times.
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.
Family medical leave
Company sponsored family events
Pre-COVID 19, GoHealth sponsored children's day by celebrating GoHealth families.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Our employees are encouraged to use our open PTO policy towards volunteering.
Paid holidays
Paid sick days
Employees can use our open PTO policy towards sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Pet friendly
Recreational clubs
We have runners groups, volleyball groups and other
Fitness stipend
Home-office stipend for remote employees
All GoHealth employees receive a work from home stipend to improve their WFH environment.
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Access to LinkedIn Learning has been provided to all employees as part of their professional and personal growth.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In addition to virtual company wide sponsored Health & Wellness Initiatives, employee referral bonuses, open vacation policy, we offer a work from home stipend to all new employees. We know that this pandemic has been difficult and working from home is a change. Every new employee receives access to a Work From Hope stipend to purchase items that will make your work from home experience much more comfortable.

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