Team Lead, Customer Operations

Want to be a bswifter? 

At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. 

 We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! 

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunities for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! 

This is an in-office role in our Bangalore location. The working hours for the team you oversee will be in the range of 10:30am – 7:30pm IST, Monday through Friday. At times, you may also be expected to collaborate with U.S colleagues after the standard shift.

What you’ll do:

• Train, prioritize work for, and manage workflows for a team of analysts in a high-volume, fast paced transaction environment
• Provide supervision for 10-15
• Perform quality audits of the team’s work product
• Provide performance coaching and mentorship
• Manage KPIs around productivity, quality and timeliness
• Partner with internal teammates globally to resolve escalations
• Maintain thorough understanding of all internal systems to respond to general and specialized internal team requests
• Look for and help drive continuous process improvements/efficiencies
• Serve as coach and mentor to peers
• Provide open communication in a pleasant, professional manner with a can-do attitude
• Responsible for special projects as assigned
• Test client sites for quality assurance; track and monitor the resolution of issue
• Help foster a diverse and inclusive work environment

Required Qualifications

• 4+ years of work experience
• 1+ years of experience leading a team
• Proficiency with Excel (reading formulas to understand what they are doing, adding new formulas to workbooks)
• Experience with other Microsoft Office products 
• Agility to learn new processes and then train others on them
• Ability to assist and equip others to efficiently solve complex problems 
• Strong customer service orientation 
• Excellent verbal and written communication skills 
• Adaptability to a rapidly changing priority list 
• Bachelor’s degree

Preferred Qualifications

• BPO experience
• Advanced proficiency in MS Excel (Macros, visualization)

At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right.  

 bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. 

If you have what it takes to join our award-winning culture, we’d love to hear from you!