Team Manager for Call Center

POSITION SUMMARY:

The Team Manager will ensure delivery of world class benefit plan administration in a multi-channel service environment through providing strong leadership and management. This individual will also carry out personnel actions for the contact center team, which includes but is not limited to hiring and scheduling employees; training and evaluating employees; coaching, counseling and managing performance. The Team Manager will also be accountable for driving first call resolution, and participant education via phone, live chat and email.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Facilitate, coach, and provide leadership and framework for daily operation.
• Ensure adequate coverage and consistent levels of customer support through proper scheduling and staff adjustments.
• Manage contact center to meet and exceed service goals and increase productivity while driving down unit costs while supporting budget related activities.
• Carry out the personnel actions for the service team, which includes but is not limited to hiring; training and evaluating employees.
• Ensure customer focus and productivity is consistent with company goals and guidelines by consulting all department managers.
• Track and regularly report progress to senior management, providing feedback and suggestions for change to increase operational effectiveness.
• Develop processes for interacting with plan participants to improve their overall experience.
• Manage call queues, shifting appropriate resources or activities when necessary.
• Strive for first call resolution if presented with participant complaints while supporting the best interest of the Organization and Clients.
• Promote a culture of service excellence by way of constant communication, training and leading by example.
• Actively contribute to the interdepartmental team collaborations.
• Acts as a third tier of support, responding to technical issues and escalated participant calls in a timely and effective manner.
• Focus on employee growth and retention, career mapping for other departments through successful coaching and development.
• Step in and fill gaps in organizational roles as needed or required to ensure effective business operations.

SKILLS AND EXPERIENCE:

• Must have a minimum of 4-6 years in a customer service or contact center environment.
• Bachelor's’ Degree or equivalent education or experience preferred.
• Contact Center Supervisory experience required.
• Previous healthcare, benefits administration or insurance industry experience preferred.
• Ability to exercise tact, discretion and good judgment; ability to work under pressure and get things done quickly and effectively through others.
• Must be detail oriented and possess critical thinking and problem solving skills.
• Demonstrate working knowledge of Microsoft Excel and Word.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Work in an office environment; sustain posture in a seated position for prolonged periods of time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written means; lift up to twenty pounds of weight.