Manager, Call-Center

The ideal candidate for the Manager Operations role will have a passion for effectively leading and developing a team of associates with the goal of driving operational strategies that support the growth of the business. This job can provide excellent opportunities for growth as the candidate may be required to support varying lines of business. Managing associates in completing department functions and ensuring areas of responsibility are delivering cost effective service in a quality manner by providing prompt, accurate, and professional responses. The successful applicant will have a track record managing in a fast-paced environment where competing priorities must be effectively balanced. The applicant will also have experience demonstrating the courage to honestly lead difficult conversations, coupled with the sensitivity and talent to constructively engage partners to deliver solutions for our customers, clients, brokers, and providers.

Responsibilities

• Achieves and maintains preferred standards for the department.
• Manages work processes, measures for non-conformance and identifies corporate and department policies and procedures in an effort to achieve operational efficiencies
• Communicates, implements, and interprets corporate and departmental policies and procedures
• Maintains positive working relationships with internal/external customers, through direct phone contact, written correspondence, and site visits
• May oversee the development of the Service forecasts and capacity plans. May partner with vendors for performance, alignment, and monitoring of their forecasts and capacity plans.
• Creates and maintains strong relationships with clients, external consultants and brokers, and the various vendors servicing our products to facilitate and drive successful service results.
• Approves special consideration and handling for customers
• Ensures and maintains positive working relationships with group leaders, benefits administrators and account executives
• Collaborates with various internal departments to ensure that they fulfill all customer requests
• Selects, develops, appraises, and recommends compensation for associates
• Manages departmental budgets
• Manages achievement of service-level goals and key performance metrics in compliance with organizational and regulatory requirements.
• Manages initiatives, driving cross-functional collaboration that ensures prompt resolution of issues.
• Develops, implements, and monitors operations policies, procedures, and standards that support the goals and objectives of the contact center.
• Establishes individual performance goals for direct reports, conducts performance reviews, and provides coaching and counseling. Plans, approves, and implements programs for the development of team members.
• Analyzes department's performance reports. Reports on the team's progress. Ensures that the team meets productivity, quality, and service standards.
  
  

Qualifications

Knowledge, Skills, Abilities

• Must be able to develop and maintain a comprehensive, detailed knowledge of all Company Products.
• Demonstrated ability to assess client requests and points of friction and quickly find solutions.
• Must have a thorough understanding of benefits and claims processing functions.
• Must have the ability to manage the area of responsibility and possess managerial skills necessary for organizing, planning, controlling, budgeting, developing and motivating employees in the accomplishment of assigned tasks.
• Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
• Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
  
  

Education

• This position requires an undergraduate degree, preferably in business administration.
  
  

Experience

• A minimum of three (3) years of managerial experience. In place of a degree, five (5) to seven (7) years of management experience is required Hybrid
  
  

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.