Senior Manager; Customer Service (DentaQuest)

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Job Description:

Location: We support US flexible working arrangements in the contiguous 48 states.

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.

The opportunity:

The Senior Manager, Customer Service actively participate as a member of the Operations Management Team by planning, development, and management of the Operations division. This role meets business financial and operational objectives by guiding a functional or multi-functional unit, providing quality, cost efficient customer service processes. The Senior Manager promotes and fosters individual as well as team development to fulfill or exceed the financial, operational, and service objectives of the operations division and the corporation.

How you will contribute:

• Create, maintain, and optimize IVR call routing.
• Manage new business implementation (NBI) requirements for call routing/new phone lines/agent skilling attributes.
• Improve IVR self-service containment.
• Be a primary liaison with Telecom and IT.
• Capitalize on new Customer Service Support via Web Portal Integration (i.e., SunLife integration, NGPP).
• Address and drive to resolution telephony issues, migrations, and upgrades (i.e., Cisco, AWS).
• Drive AI projects (i.e., Speech Analytics).
• Drive Robotic Projects (i.e., Voids).
• Develop & maintain a Back Office staffing playbook (volume, process, resource requirements).
• Maintain & manage the DNIS table.
• Sets goals for department by strategizing and identifying operating goals. Ensures implementation, measurement, and attainment of these goals.
• Develop and maintain Standard Operating Procedures (SOPs) for IVR and Backoffice work.
• Collaborate cross functionally to ensure strategic approach to contact center management, processes, expectations, etc.
• Spearheads department by coaching, facilitating, and managing the team resources.
• Manages the performance management process within the team by ensuring performance issues are addressed.
• Assist in the on-going evaluation of policies and procedures, and assist in the development and implementation of new efficiencies based on assessments.
• Stay current on business needs by serving on management team, and/or corporate committees to share ideas, knowledge, and resources among teams.
• Aid Director or VP by acting as liaison; communicate issues (technological, operational, etc.) to appropriate individuals and recommend corrective action.
• Improve results and achieve goals by actively communicating with other team leaders and management outside of Customer Service.
• Support Customer Service by participating in the development of Customer Service initiatives to include operating efficiencies, quality and service levels.
• Ensure superior customer service by monitoring and measuring customer service expectations and satisfaction.
• Strive to continually improve Customer Service performance by becoming more efficient, more cost effective, more accurate, providing better service, reducing expenses, etc.
• Ensure quality by establishing, coordinating and monitoring quality/control reviews.
• Participate in the motivation and implementation of corrective action plans.
• Monitor daily, weekly, and monthly phone statistics for compliance with contractual requirements, assess, and recommend necessary policies and procedures to maintain compliance.
• Assist in preparation of performance and wage evaluations in accordance to company policy.
• With guidance from Human Resources, administers appropriate compensation allocation for the team, including developing staffing models and projections to meet corporate objectives and to stay within budgets.
• Accountable for coordinating and implementing appropriate strategies for motivating team members.
• Assist in the hiring process, including interviewing candidates.
• Other duties as assigned.
  
  

What you will bring with you:

• 8+ years operations or related call center experience; cross functional experience a plus.
• 5+ years Leadership or call center management experience.
• Ability to improve IVR self-service containment.
• Experience with Robotic Projects (i.e., Voids) and AI projects (i.e., Speech Analytics).
• Capitalize on new Customer Service Support via Web Portal Integration
• Strong facilitation, problem solving and interpersonal skills.
• Strong PC skills (Microsoft Office; PowerPoint, Excel, and Word)
• Ability to adapt to a constantly changing environment.
• Experience with data collection, investigation and reporting, budgeting, and profitability analysis
• Understanding of call routing strategies in a dynamic call center environment.
• Understanding of Back Office work processes and tools.
• Technical mindset using technology to support member, provider and agent processes.
  
  

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.

Not ready to apply yet but want to stay in touch? Join our talent community (https://pages.beamery.com/sunlifecareers/page/join-us-canada) to stay connected until the time is right for you!

Life is brighter when you work at Sun Life

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
• A flexible work environment with a friendly, caring, collaborative and inclusive culture
• Great Place to Work® Certified in Canada and the U.S.
• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running
  
  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are a California resident, the salary range for this position is:

• Southern California region: $68,800 - $102,000 annually
• Central California region: $71,700 - $107,600 annually
• Northern California region: $76,600 - $114,900 annually
  
  

If you are a Colorado or Nevada resident, the salary range for this position is $64,900 - $97,400 annually

If you are a Connecticut or Maryland resident, the salary range for this position is $68,800 - $102,000 annually

If you are Washington or Rhode Island resident, the salary range for this position is $71,700 - $107,600 annually

If you are a New York resident, the salary range for this position is $76,600 - $114,900 annually

We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

Job Category:

Customer Service / Operations

Posting End Date:

30/07/2024

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran