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 Customer Service Manager is responsible for supervising the day-to-day service operations including team performance, supervisor coaching/development/corrective action, setting and meeting corporate level goals, and ensures a consistent, positive customer experience. The Customer Service Manager works directly with other seasonal and permanent Service Managers and the Director of Customer Care to strategize and report on operational progress. This is a fast paced role that requires the ability to build relationships, manage multiple projects at once, and drive the organization?s customer experience efforts.
? Manage a staff of up to 5+ supervisors and 70+ Customer Service Representatives during the Annual Enrollment season
? Manage day to day responsibilities for Customer Service department including performance tracking, coaching and development, and interdepartmental communication.
? Partner with Customer Service Management Team and Recruiting team to attract, hire and retain talent.
? Follow and enforce performance management guidelines with all staff
? Review process and procedure and identify/optimize areas of opportunities using Six Sigma methodology or similar process.
? Maintains constant communication with the management team and other applicable areas regarding issues, progress on outstanding items/tasks/projects
? Creates and distributes reports, uses analytical skills to interpret data and improve performance
? Bachelor?s degree or equivalent combination of education and experience
? 5+ years of experience managing call center operations in a Manager or higher position.
? Ability to organize, prioritize and to carry out multiple tasks simultaneously with excellent attention to detail and follow-through.
? Outstanding communication skills, both verbal and written
? Solid presentation skills, experienced presenting to both internal and external customers
? Builds 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 to 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.
||Richardson, TX |
THIS JOB HAS EXPIRED