State of Alabama CX Team Lead

State of Alabama CX Team Lead

Location: Brewton, AL

Position Overview:

As the Team Leader, you will be responsible for leading, motivating, and overseeing the day-to-day management of a team supporting unemployment claims and adjudication-related processes. The team is responsible for gathering information from claimants and employers, reviewing job separation details, and ensuring all required documentation is accurately collected and submitted for adjudication review.

This is a highly detail-oriented, customer-focused role where the Team Leader will be expected to support both operational performance and employee development while ensuring quality, accuracy, and compliance throughout the claims review process. The ideal candidate will be able to coach team members, manage workloads effectively, and help maintain a professional and unbiased environment while handling sensitive situations involving claimants and employers.

Key Responsibilities:

• Lead, coach, and develop a team of unemployment claims support analysts.
• Monitor and distribute daily workloads evenly across the team.
• Create and manage team schedules to ensure adequate coverage and productivity.
• Conduct regular 1:1 meetings to support employee development and performance.
• Motivate team members to deliver high-quality customer service and accurate documentation.
• Provide training and mentoring to ensure team members are proficient in unemployment claims processes and documentation standards.
• Support analysts in improving communication, case management, and operational performance.
• Encourage team feedback to improve workflows, processes, and overall service delivery.
• Monitor attendance, productivity, quality, and operational KPIs.
• Ensure cases are processed in a timely manner while maintaining accuracy and compliance standards.
• Track team performance and provide reporting updates to Provalus leadership and client stakeholders.
• Identify opportunities to improve efficiency, documentation quality, and overall team performance.
• Collaborate with internal Provalus teams and client stakeholders to maintain smooth day-to-day operations.
• Share knowledge and best practices with other team leaders across the organization.
• Drive a culture of accountability, professionalism, teamwork, and continuous improvement.
  

Qualifications:

• Experience leading or mentoring a customer support, claims support, or service desk team.
• Strong customer service and communication skills.
• Ability to handle sensitive or escalated situations professionally and objectively.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working in KPI- or SLA-driven environments preferred.
• Strong problem-solving and escalation management skills.
• Ability to coach employees on communication quality, documentation accuracy, and operational expectations.

Applications will be accepted through June 17th