Team Leader

Date Posted: 7/26/2020

Job Description

Company Overview C3 is a global provider of contact center services for corporations who view customer care as a strong component of their growth and brand development strategies.  C3 builds solid partnerships with its clients based on mutually determined business objectives.  Our service offerings include; contact center services, web services, data analysis, back office solutions and consulting services.  Although C3 is a global organization, the company prides itself on delivering boutique level client service aboard a foundation of operationally and technologically sound practices on par with any of the other leading providers in the industry.  Consistency across our centers, regardless of geography, is at the core of our operating philosophy.


Position Purpose:

The Trainer/Supervisor/Agent is required to complete Train the Trainer Agent/Representative new hire training and certification prior to the start of the first Agent/Representative new hire training class within their respective site.  This position will initially train the new Licensed Agents and then will assume the role of Supervisor and follow the new hire to the production floor for the remainder of the campaign.

Trainer/Supervisors supporting a team of Licensed Agents are required to be licensed in all applicable states. The Trainer/Supervisor shall be licensed in their resident state, as evidenced by the license number issued by the state before the first day of training.

Principle Accountabilities (Key Result Areas)

Responsibilities include but are not limited to:

  • Trainer/Supervisors must have the experience of taking calls, applying training and proven proficiency in the role. They must maintain the ability to assist on the phone if needed for consumer escalations or due to understaffing.
  • Will train new hire training with agents who will be assigned to their team
  • Offer additional support to learners in classroom
  • Identify learners with deficiencies and offer an effective plan of action for resolution
  • Analyze daily reporting to identify areas of opportunity and managing their day to day focus on coaching to these opportunities.
  • Manage the day-to-day activities of Agents/Representatives.
  • Effectively direct and manage team to drive sales performance improvement within their agents.
  • Coach and update Agents/Representatives via call calibrations, one on ones, huddles, team meetings, etc.
  • Drive high-performance sales, compliance and consumer experience standards and outcomes
  • Recommend and implement changes when necessary
  • Professionally handle high volume incoming inquiries from customers regarding Medicare Advantage and Medicare Part D Prescription Drug Plans including but not limited to inquiries regarding cost, billing, drug coverage, deductible and co-pays
  • Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer where applicable regarding products and services.
  • Enroll Members into Medicare Member Advantage and Prescription Drug Plans.
  • Resolve customer issues via one call resolution guidelines and/or escalated process
  • Meet or exceed company and client performance metrics.
  • Responsible for call disposition or compiling and generating reports as required

Attributes & Attitude

  • Must have or obtain healthcare license
  • Ability to teach and coach to improve sales performance
  • Self-Motivated and has ability to motivate a team to success
  • Eagerness to help people
  • Ability to adapt quickly to change
  • Ability to work collaboratively to improve overall team performance
  • Support the learning environment
  • Apply knowledge of curriculum topic objectives
  • Demonstrate ability to effectively coach training objectives
  • Ability to hold self and others accountable


  • Previous life and/or health insurance leadership experience preferred
  • Demonstrated ability to support a call center team
  • Ability to adapt quickly to change
  • Ability to teach and coach to improve sales performance
  • Self-motivated and has ability to motivate a team to success
  • Ability to analyze reporting to identify area of opportunity to focus on to improve performance

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.  Become a FAN today, and be on your way to a rewarding career!

Job Snapshot

  • Employee Type: Full-Time
  • Location: Twin Falls, ID
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 7/26/2020

About Us

At Everise, we are in the business of elevating experiences for both the brands of tomorrow and all of our valued employees. We do this by creating a people-first culture that celebrates diversity and incubates innovation.

Be recognized for your hard work and achievement. We have a sharp eye for potential, and we reward our people through recognition programs, performance awards, and celebrations. We ensure a supportive work environment with initiatives that push personal growth and career advancement.

Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world, we believe great things happen when we work with people who think differently from us. Find a job you'll love in one of our award-winning experience centers in the US or through our robust Work-at-Home program. Apply today!

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