Team Leader, Operations – Member Outreach

Blue Cross NC

. Lead a team of departmental staff and oversee workload and execution of operational goals .

Posted 9/23/2026full-timeRemote • North Carolina • United StatesSenior💰 $66,998 - $107,197 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team management skills, with a focus on operational goal execution, performance monitoring, and process improvement. Proficient in utilizing Microsoft tools for data analysis, documentation, and team collaboration.

Highest-signal resume keywords

Team LeadershipOperational ManagementMicrosoft Excel ProficiencyPerformance ImprovementCustomer Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Goal ExecutionPerformance MonitoringProcess ImprovementData AnalysisProfessional Presentations

Soft Skills

CoachingCollaborationCommunicationProblem-SolvingAccountability

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointMicrosoft SharePointGenesys CloudSmart Desktop

Industry Keywords

Customer SatisfactionComplianceWorkforce ManagementCross-Functional CollaborationPerformance Reporting

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead a team of departmental staff and oversee workload and execution of operational goals
Manage day-to-day workload, provide leadership and direction, and execute team goals and expectations
Assist the team with work processes and procedures
Foster a positive, accountable, and collaborative team culture
Serve as the primary point of contact for operational updates and escalations, including customer-facing engagement as needed
Ensure employees are trained in processes and procedures and respond professionally, courteously, quickly, and accurately to inquiries
Provide ongoing coaching and development feedback and conduct performance evaluations
Collaborate with departmental and cross-functional teams to establish performance goals and monitor progress
Identify and address system or process gaps
Identify trends, determine root causes, document and report problems, and implement solutions
Conduct random audits, review results, and create performance improvement plans as necessary
Develop and implement short- and long-term service objectives and methods when approved
Respond to escalated issues from clients and customers
Represent the department on corporate projects as needed
Maintain member and customer satisfaction and compliance with applicable requirements

Requirements

What you’ll need

Bachelor's degree or advanced degree (where required), or 7+ years of experience in a related field in lieu of degree
3+ years of experience in a related field
At this time, Blue Cross NC will not sponsor employment authorization for this position
Proficiency with Microsoft Excel, including formulas, pivot tables, charts, filters, and operational tracking is highly preferred
Experience creating professional presentations, leadership updates, and reports using Microsoft PowerPoint
Knowledge of Microsoft SharePoint for maintaining documentation, procedures, and team resources
Familiarity with Genesys Cloud or a similar contact center platform for queue management, interaction monitoring, and performance reporting
Experience using workforce management and collaboration tools such as Smart Desktop, Microsoft Teams, Outlook, and Power BI

Benefits

Comp & perks

Medical, dental, and vision coverage
Numerous health and wellness programs
Parental leave and support
Adoption and surrogacy assistance
Career development programs
Tuition reimbursement for continued education
401k match including an annual company contribution
Annual Incentive Bonus based on annual corporate goal achievement and individual performance
Paid Time Off (PTO)
Work-life balance, flexibility, and autonomy
Remote work with a few in-office visits each year for meaningful moments that matter