The Customer Service Manager is accountable will manage the day-to-day call/contact center operations to ensure departmental and organizational goals are met or exceeded. The Call Center Manager should have a strong background in training mentoring and developing call center staff preferably in an insurance or financial services organization. Will create an environment that is conducive to exceptional service for external customers to include members and providers for various lines of business and contracts as well as internal customers.
Requirements: Five years of call center management or customer service management experience. If no degree seven years of call center management or customer service management experience. Additional skills needed for job: Familiarity with competency-based performance management systems succession planning and career development a plus. Proven ability to manage lead coach and develop members of staff. Strong consultative skills and ability to work with all levels of management. Must have excellent project management skills focused on overseeing resources timelines budgets and project deliverables. Effective verbal and written communication skills including the ability to develop and deliver presentations to diverse audiences including senior leaders. Strong knowledge of business operations and related issues in a healthcare or heavily regulated environment. Ability to work in a challenging environment with frequent interruptions changing priorities and deadlines Expert experience using MS Office Familiarity with Call Center Management Systems Witness Quality Monitoring Systems.
• EDUCATION: Bachelors degree in business or marketing
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