Department Manager, QA & Training

Overview Company Overview

Established over 70 years ago, we are two of the largest Taft-Hartley trust funds in the United States. With over $50 billion in assets and $7 billion in benefits paid each year, we provide critical health insurance and lifetime retirement benefit services to nearly one million Teamster participants and family members. At Central States/Team Care we jointly administer two trusted organizations:

Central States Southeast and Southwest Areas Health and Welfare Fund was founded in 1950 and was one of the first non‑profit labor health funds in the United States. Since 2014, the Fund has done business under the tradename Team Care. Today Team Care covers the lives of 550,000 members, from 1,100 different employers, making it the largest labor healthcare fund in the country.

Central States Southeast and Southwest Areas Pension Fund was founded in 1955 and has blazed a trail to retirement security. Paying over $90 billion in lifetime pension benefits for 690,000 retirees and beneficiaries to‑date and has revolutionized the pension world of American workers.

• Develop and maintain Quality and Training Program policies, goals, and reports to measure progress.
• Train and mentor Operational Supervisors on quality program scoring, expectations and requirements; assist with counseling regarding quality issues.
• Oversee new hire training; delegate resources for training, define training schedule, track feedback/progress for new hire groups during probationary period, and assist with training as needed.
• Coordinate and maintain library of department training materials, manage Knowledge Base content and updates which pertain to Customer Care and communicate policy changes.
• Identify areas of service improvement: plan, develop, and lead training classes to address service improvements including analyzing department reports for trends and training opportunities, and work with fund trainer to coordinate other department training classes.
• Monitor and investigate service complaints; work with area managers and other departments to coach staff and resolve feedback.
• Train and mentors QA & Training and CRM & Training supervisors; work with supervisors to monitor staff quality performance and staff training needs.
• Partners with management team on project planning, department strategy and communication; looks for and makes suggestions for system and process improvements; communicates changes in procedures and protocol to staff.
• Regularly updates job descriptions; monitors and tracks performance goals for supervisors; prepares and presents yearly supervisor appraisals; helps determine annual salary adjustments and bonuses.
• Consistently apply company personnel policies and department rules including compliance with HIPAA privacy standards; works closely with union personnel, union stewards and Human Resources to anticipate and effectively resolve potential conflicts; prepares for and attends grievance hearings, if needed.
• Collaborate with Operational Department Managers for overall efficient operations and best practices including first call resolution. Back up Customer Care Department Managers as needed.
• Assists with coordinating recruiting, onboarding, and training of Customer Care Center employees; helps ensure adherence to assigned shifts and attendance policies as well as quality standards.
• Assist with call recording requests from outside the department while following call recording protocol.
• Serves as a member of the Business Continuity Planning Team

• Bachelor’s Degree and 3 years of relevant experience OR 5-7 years of related work experience
• 1 year of managerial/supervisory experience
• Significant knowledge and understanding of Fund business processes and benefits
• Ability to effectively multitask and handle multiple duties in a fast paced and high‑pressure environment
• Demonstrated leadership and interpersonal skills
• Strong analytical skills with the ability to research an issue and either propose a solution or knows appropriate method to resolve
• Excellent oral and written communication skills
• Consistently demonstrates a strong work ethic and…