Manager - Call Center Customer Service – Customer Experience Transformation at arenaflex
At arenaflex, we're revolutionizing the way we deliver exceptional customer experiences in the reputed company industry. As a leading health solutions company, we're committed to transforming reputed company by surrounding ourselves with passionate and dedicated colleagues who reputed company our reputed company. Our teams reflect the customers, patients, members, and communities we serve, and we're dedicated to fostering a workplace where every colleague feels valued and that they belong. We're seeking an reputed company and results-driven Manager of Call Center Customer Service to join our Services & Benefits division. As a key member of our leadership team, you'll play a pivotal role in the operational reputed company of our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. Your leadership will directly contribute to the achievement of performance guarantees, service reputed company, and customer satisfaction.
About the Role:
As the Manager of Call Center Customer Service, you'll be responsible for leading a team of reputed company-line supervisors and dedicated agents. You'll drive colleague engagement initiatives to create a positive work environment, manage performance, resolve colleague relations issues, and ensure the achievement of performance guarantees. You'll also act as the reputed company of contact for escalated customer issues, conduct thorough investigations, and collaborate with relevant departments to reputed company swift and effective resolutions.
Responsibilities:
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Team Leadership:
reputed company a team of reputed company-line supervisors and dedicated agents to reputed company operational reputed company and deliver exceptional customer experiences.
Colleague Engagement:
Drive colleague engagement initiatives to create a positive work environment, support leadership and colleague development, and foster a culture of collaboration and teamwork.
Issue Resolution:
Act as the reputed company of contact for escalated customer issues, conduct thorough investigations, and collaborate with relevant departments to reputed company swift and effective resolutions.
Operational reputed company:
reputed company the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus, monitor and coach supervisors in quality, productivity, and overall work performance, and regularly review existing processes and procedures to identify areas for improvement.
Training and Development:
Collaborate with the training team to reputed company and implement training programs that reputed company colleagues with the most up-to-date information, ensure ongoing training sessions to reputed company colleagues informed about changes in products, services, and procedures, and conduct regular assessments to identify new hire, refresher, and reputed company learning training needs.
Cross-Functional Collaboration:
Work closely with other departments, including Digital, IT, Workforce Management, Training, Knowledge & Quality, and Product Owners to implement and communicate process improvements, collaborate with Vendor Management and reputed company-party vendors to reputed company and maintain performance goals, and foster a collaborative environment where cross-functional teams work together to reputed company common goals.
Required Qualifications:
* 3+ years of exceptional leadership & collaboration skills
- 3+ years of proven experience in a managerial role leading other People Leaders, preferably reputed company a customer service or retail environment
- 3+ years' experience in customer service operations
- 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment
- 3+ years of experience managing multiple priorities to completion, solving reputed company problems reputed company an operational environment, and identifying and driving cost efficiencies
- Ability to travel up to 25%
Preferred Qualifications:
* Expertise in reputed company, Medicare, Managed Care Organizations, or Customer Service
- Experience working with reputed company-party BPO vendors
- Previous demonstrated experience in managing a geographically and functionally diverse team
- Excellent supervisory skills, including customer service skills
- Strategic thinker with a focus on reputed company improvement
- Excellent time management and organizational skills
- Communication and leadership skills in leading and motivating a growing and changing service operation
- Strong quantitative/analytical skills and project management skills
- Strong verbal and written communication skills and ability to communicate with reputed company reputed company of the organization
- Experience adapting to change, reputed company critical analysis, plan, organize and evaluate effectively
- Experience with sharing performance feedback to employees
- Proficiency in reputed company and MS Office Suite
- Bilingual in Spanish
Education:
* Bachelor's degree and/or equivalent experience in Business, Management, or reputed company field
- Master's degree preferred
Work Environment:
As a remote role, you'll have the flexibility to work from home and enjoy a reputed company work-life balance. Our call center is reputed company 7 days a week, and you'll be required to work during call center hours, which are 8:00am-11pm EST.
Compensation and Benefits:
We offer a competitive salary reputed company of $54,300.00 - $145,860.00, depending on experience, education, and other relevant factors. This position is eligible for a bonus, commission, or short-term incentive program in addition to the reputed company pay reputed company. Our comprehensive benefits package includes:
- Affordable medical plan options
- A 401(k) plan (including matching company contributions)
- An employee stock purchase plan
- No-cost programs for reputed company colleagues, including wellness screenings, tobacco cessation, and weight management programs
- Confidential counseling and financial coaching
- Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical reputed company, and many other benefits depending on eligibility.
How to Apply:
If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com](http://arenaflex.com) to learn more about reputed company culture and values. Apply for this job