Manager - Call Center Customer Service – Customer Experience Transformation at arenaflex

At arenaflex, we're revolutionizing the way we deliver exceptional customer experiences in the healthcare industry. As a leading health solutions company, we're committed to transforming healthcare by surrounding ourselves with passionate and dedicated colleagues who share our vision. 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 experienced 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 success 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 levels, and customer satisfaction.

About the Role:

As the Manager of Call Center Customer Service, you'll be responsible for leading a team of front-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 point of contact for escalated customer issues, conduct thorough investigations, and collaborate with relevant departments to provide swift and effective resolutions.

Responsibilities:

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Team Leadership:

Lead a team of front-line supervisors and dedicated agents to achieve operational excellence 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 point of contact for escalated customer issues, conduct thorough investigations, and collaborate with relevant departments to provide swift and effective resolutions.

Operational Excellence:

Oversee 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 develop and implement training programs that equip colleagues with the most up-to-date information, ensure ongoing training sessions to keep colleagues informed about changes in products, services, and procedures, and conduct regular assessments to identify new hire, refresher, and continuous 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 third-party vendors to achieve and maintain performance goals, and foster a collaborative environment where cross-functional teams work together to achieve 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 within 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 complex problems within an operational environment, and identifying and driving cost efficiencies
• Ability to travel up to 25%

Preferred Qualifications:

* Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service

• Experience working with third-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 continuous 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 all levels of the organization
• Experience adapting to change, perform critical analysis, plan, organize and evaluate effectively
• Experience with sharing performance feedback to employees
• Proficiency in Windows and MS Office Suite
• Bilingual in Spanish

Education:

* Bachelor's degree and/or equivalent experience in Business, Management, or related field

• Master's degree preferred

Work Environment:

As a remote role, you'll have the flexibility to work from home and enjoy a better work-life balance. Our call center is open 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 range 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 base pay range. 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 all 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 access, 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 our company culture and values. Apply for this job