JOB SUMMARY

　　The Call Center Team Manager provides direct oversight and supervision of the day-to-day operations of one or more of the following teams:  Inbound call center, direct bill, report generation, document control (mail processing, claims scanning, document imaging and indexing)

　　ESSENTIAL DUTIES AND RESPONSIBILITIES

　　Analyzes operational workflow to ensure quality, quantity, and efficiency standards are met or exceededAssists and advises staff members in resolving problems and issues that arise with internal and external customersInteracts with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutionsEstablishes, builds, and maintains positive working relationships to ensure that all data is processed according to policyDesigns, implements and monitors reports and communications on a regular basisParticipate in the development, implementation and improvement of departmental policies and proceduresDevelop, monitor, and adjust as necessary, quality processes to provide performance measurement standards for individuals and the departmentProvide feedback and coaching via regular one-on-one meetingsConduct formal performance appraisals and appropriate disciplinary action in a timely manner as well as in accordance to Empyrean Benefit's Human Resources policies and proceduresEnsures that the team maintains a thorough understanding of the client's plans and benefit regulations by periodically testing their knowledgeProvide team development activities; motivate the team to ensure high morale and serviceMonitor and develop programs to enhance employee recognition and career development for individuals on the teamMaintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently metComplete and report to the management team the results of quality measurements, phone statistics, customer usage, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.)Assist with the recruitment, hiring and training of new employees and ongoing training and support for the team(s)Participate in client implementation planning, documentation, support, and team trainingEnsure adequate phone coverage to meet client service level agreementsMonitor and coordinate department functions to meet deadlines required by customers and operationsTrain CSR's on Case Management and related systemsEnsure data integrity with proper use of case management and other toolsMonitor the telecommunication services, email, web chat, and fax requirements to allow for full support of customer service deliverablesEnsure compliance with Federal, State and Local lawsAccept and resolve escalated customer service problems and calls from clientsDevelop and implement action plans to improve ongoing customer service delivery for specified clientsParticipate in customer tours and assist with internal audits and special projects, as requestedOther duties as assigned

　　SUPERVISION RECEIVED AND EXERCISED

　　Reports directly to the Director of Service Center Operations

　　EDUCATION AND EXPERIENCE REQUIREMENTS

　　Education: Bachelor Degree preferred.

　　Experience: 

　　2-5 years’ supervisor experience preferably in a call centerHealth and welfare benefits administration experience preferredStrong verbal and written communication skills requiredOr, any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities KNOWLEDGE, SKILLS, AND ABILITIES REQUIREMENTS

　　Successful candidates must demonstrate a strong customer service focus with previous inbound call center experience preferredAt least two years previous Benefit or Insurance Customer Service experience preferredStrong analytical skillsPositive, helpful approach to problem solvingExcellent listening and probing skillsAbove average keyboarding skillsExcellent attendance and punctuality are essentialMust be available to work an 8 hour shift anytime between 7:00am - 7:00pm, Monday through Friday Strong attention to detail and accuracyGood organizational skillsAbility to be flexible and work under pressure to meet strict deadlines in a team environmentStrong interpersonal skills suitable for interacting with various departments. Ability to read, write and verbally communicate effectively in EnglishAbility to carry out assigned projects to their completion; ability to establish and maintain effective working relationships with co-workers, customers, prospective customers and vendors; ability to maintain confidential and sensitive information; ability to understand and follow instructionsSelf-starter and team motivator with excellent organizational and time management skillsFast learner, quality consciousness and committed to deadlinesDemonstrated ability to lead, motivate, and coach an empowered team of CSR'sExcellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced by the teamAbility to create a team setting that encourages both individual and team accomplishments; ability to establish goals and evaluate the performance of team membersAbility to manage multiple projectsTechnical skills including Microsoft Office Suite; strong proficiency with MS ExcelEffective verbal and written communication skillsUnderstanding of health and welfare benefits, Section 125 FSA claim processing, COBRA, and retiree direct billingDemonstrated negotiation skillsDemonstrated professionalism and sense of urgency to ensure client expectations are consistently met

　　#LI-Hybrid, #LI-RS1