Health Insurance Call Center Manager

Overview: The Call Center Manager provides leadership and coordinates activities of the Call Center Department. This service is provided subject to service level agreements which mandate a high level of service, including telephone service, accuracy, call resolution and satisfaction.Responsibilities:Essential Duties and Responsibilities:

• Participating actively as a key member of the Operations Management Team, including demonstrating leadership through strong communications skills, use of business metrics to determine strategy and resource needs and showing a high level of focus on continual quality improvement.
• Coordinating all activities of the Call Center Department Management Team, including strategy, budgeting, planning, staffing projection and quality assurance and improvement.
• Creating a culture within the Call Center Department of exceptional service to members and their providers, as well as transparency in reporting results, trends and issues to Senior Management and clients.
• On an ongoing basis, monitoring performance of the various Customer Teams to ensure that service levels (i.e., percentage of call answered by a live operator in 45 seconds, average speed to answer, longest hold time and abandon rate) are met, and Customer Team production measured by number of calls handled and average length of call is reasonable based on historical performance and efforts to improve productivity and quality.
• Developing strategies to better manage dramatic increases in call volumes or unusual patterns of absence among Customer Service Representatives. This can include on call resources, part-time staffing during peak periods or use of BPO resources.
• Oversight of Training and On-Line Resources provided to Customer Service Representatives, including new clients and existing clients where audits and customer feedback has suggested gaps in understanding.
• Ultimate responsibility for managing the Call Center Department staffing needs, including analysis of call patterns, service trends and attendance so that required service levels are met. As it relates to staffing, where appropriate participate in the interviews with prospective Representatives and if needed, intervene with the Human Resources Department on compensation issues.
• Developing and managing to goals for voluntary and involuntary turnover within the Call Center Department.
• Support of Team Supervisors as it relates to rewarding outstanding performance and discipline for Representatives failing to meet standards or with other disruptive issues. Specifically, the Manager will discuss and where appropriate approve all disciplinary actions in partnership with Human Resources and the Team Supervisor,
• Responsible for ensuring that the Call Center Department has procedures in place to ensure that all methods of contact (inbound calls, fax, e-mail and ultimately text) receive a high level of responsiveness and one method or another is not favored.
• Responsible for working with the Managers of the Claims Department and Administration Department to ensure that any open calls or issues are resolved quickly and with a high degree of accuracy and professionalism.
• Assuming responsibility for expertise in all facets of the clients being serviced by the Call Center Department, including programs, plans, marketing organizations, contacts and relevant Policies and Procedures.
• Within the Department, ensuring that appropriate lines of communication and standards for call escalation are established. This may include supporting Supervisors with formal or informal designation of Senior Customer Service Representatives or Team Leaders to support the remainder of the team.
• Ensuring that all Team members understand the importance of privacy and accuracy in the information they provide, and work with QA Auditors on any quality issues which emerge.
• Act as a liaison with clients for escalation of service issues or program questions, establishing a strong working relationship and client trust.
• Responsible for developing and implementing departmental policies and procedures for all programs, including coordination with Managers from other impacted Departments.
• Investigates and participates in formal responses relating to complaints, grievances and appeals received.
• Participates in RFP/Proposal processes, including participation where requested in prospective client presentations.

Qualifications:

• 
  A minimum of at least 3 years in a Management role in an inbound Customer Service Center, servicing health insurance policies or benefits.
• A minimum of at least 7 years working in an inbound Customer Service Center, including acting in the role of a Representative, Supervisor or Auditor/Trainer.
• Strong organizational, interpersonal and motivational skills.
• Excellent written and verbal communication skills.
• A college degree is preferred.

Computer Skills:Proficiency using a Windows XP computer platform; Proficient in word processing and spreadsheet software.
Environmental Factors/Physical Demands:Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to repetitive motion such as typing, data entry and vision to monitor. May be subject to bending, reaching, kneeling, stooping and lifting up to thirty (30) pounds. Job Type: Full-time
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