Experienced Full Stack Customer Service Manager – Call Center Operations

Are you a seasoned customer service professional with a passion for driving performance improvements, fostering team development, and delivering exceptional customer experiences? Do you have a deep understanding of Amazon Connect and experience successfully managing a call center team? If so, we encourage you to apply for the Customer Service Manager role at arenaflex, a fast-growing health insurance organization dedicated to providing high-quality, affordable healthcare to everyone.

About arenaflex

arenaflex is a leading health insurance organization that believes everyone deserves access to quality healthcare. Our mission is to provide innovative, employer-sponsored group health insurance solutions that meet the evolving needs of our clients and their employees. With a strong commitment to customer service, arenaflex has established itself as a trusted partner in the health insurance industry.

Job Highlights

*

Location:

Remote

Compensation:

A competitive salary

Company:

arenaflex

Position:

Customer Service Manager – Call Center

Start Date:

Immediate openings available

Job Description

As a Customer Service Manager at arenaflex, you will be responsible for the day-to-day operations of our call center, with a focus on call metrics, quality assurance, call handling, and scheduling. You will also be responsible for coaching and supporting the call center team to drive results and deliver exceptional customer experiences.

Responsibilities

* Report directly to the VP of Client Experience

• Oversee and manage the daily operations of the call center
• Develop and execute strategies to enhance call center efficiency and performance
• Ensure customer interactions are handled promptly and professionally
• Monitor and analyze call center metrics, identifying opportunities for improvement
• Recruit, train, and mentor call center agents to build a high-performing team
• Motivate, engage, and support the call center staff to drive results
• Manage the call center budget and optimize resources effectively
• Leverage Amazon Connect to streamline call routing, customer engagement, and reporting processes
• Collaborate with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling
• Troubleshoot and resolve any issues related to Amazon Connect, collaborating with IT and AWS support as needed
• Stay informed on the latest Amazon Connect features and functionality for optimal use
• Collaborate with other departments to ensure a seamless and consistent customer experience
• Other duties as assigned by your manager

Requirements

* Qualifications: + 5 years of experience in a call center management role, preferably within the health insurance industry + Expert knowledge of Amazon Connect + Experience working in a remote environment and managing a remote team + Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams + Ability to work independently and as part of a team + Proven track record of success in managing and improving call center operations + Experience working in a fast-paced, high-functioning environment + Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations

• Physical Requirements:

+ Prolonged periods sitting at a desk and working on a computer per day + Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing + Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally + Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone + Visual ability is sufficient to read and produce printed material and information displayed on a computer screen

Perks and Compensation

* Full-time / Exempt

• Salary Range: $75,000 to $80,000
• Travel: 5%
• Internet Reimbursement
• Cellular Reimbursement
• Fully Remote / Work from the comfort of your home!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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