Senior Customer Service Manager Extend Health
THIS JOB HAS EXPIRED Description
Extend Health, Inc. is a business segment of Towers Watson & Co. and operates the largest private Medicare exchange in the country. Founded in 2004, the Extend Health Medicare Exchange and the company?s licensed and certified benefit advisors have helped hundreds of thousands of Medicare-eligible retirees and their dependents identify and evaluate private Medicare plans that best meet their needs and budgets based on their individual medical and pharmaceutical needs. Extend Health has also helped Fortune 500 companies, unions, and municipalities realize significant savings for healthcare coverage for Medicare-eligible retirees when compared to employer group plans.
The Senior Customer Service Manager is responsible for the overall oversight, leadership and management of the Customer Service Operation in our Richardson, TX location. This position reports directly to the Director of Customer Care and will partner with other members of the management team to deliver seamless service to our customers and clients. This is a fast paced role that requires the ability to quickly establish positive working relationships, manage multiple projects at once, and drive the organization?s key performance metrics.
Lead both full time and temporary staff, ranging from managers, supervisors and customer service representatives
Manage day to day responsibilities for customer service department including performance tracking, coaching and development, and interdepartmental communication
Partner with customer service management department and recruiting department to attract, hire and retain talent
Follow and enforce performance management guidelines with all staff
Review processes, procedure, identify and optimize areas of opportunities using Six Sigma methodology
Maintains constant communication with the management team and other applicable areas regarding issues, progress on outstanding items/tasks/projects
Develop and deliver presentations to wide variety of audiences: clients, employees, peers, management, etc.
Creates and distributes reports, using analytical skills to interpret data and improve performance
Bachelor?s degree or equivalent work experience
7+ years of experience managing call center operations
Ability to organize, prioritize and carry out multiple tasks simultaneously
Outstanding communication skills, both verbal and written
Build strong relationships across multiple areas and functions
Demonstrated ability to drive performance, build teams and deliver results in a call center environment
Physical Demands and work environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical demands: While performing duties of the job, employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, controls, keyboards; work on desktop or laptop computers; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift up to 15 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability adjust focus.
Work environment: The noise level in the work environment is usually moderate to low.
Equal Employment Opportunity:
The Company is an equal opportunity employer and makes employment decisions on the basis of merit. In accordance with applicable law, the Company prohibits discrimination based on race, color, religion, sex, pregnancy, age, national origin or ancestry, physical or mental disability, genetic characteristic, veteran status, or any other consideration protected by federal, state or local laws. All such discrimination is unlawful. It is our policy to recruit, hire, train, develop and promote the best people available, based solely upon job-related qualifications.
||South Jordan, UT |
THIS JOB HAS EXPIRED