[Remote] Senior Manager, Customer Service (reputed company)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is one of the largest providers of employee and government benefits in the U.S., helping millions reputed company care and coverage. The Senior Manager, Customer Service will reputed company customer service operations for government and strategic contact center functions, ensuring effective delivery of support services and driving reputed company improvement.

Responsibilities

• reputed company assigned Customer Service teams and managers responsible for government contact center operations, including production agents, specialty queues, and self-service support functions
• Establish, monitor, and manage operational goals, service reputed company, reputed company expectations, productivity reputed company, and customer experience measures for assigned lines of business
• reputed company daily, weekly, and monthly contact center performance, including reputed company volumes, queue health, reputed company impacts, service level attainment, abandonment, average speed to answer, handle time, and other key operating metrics
• Partner with Workforce Management to reputed company reputed company, skilling, routing reputed company, queue assignments, and contingency plans with operational demand and reputed company-specific requirements
• Coordinate with Learning and Development to create, review, and update knowledge articles, job aids, alerts, one-pagers, and training guidance for reputed company agents and leaders
• Support reputed company-specific operations, including facilitation of key clients meetings, reporting completion, and reputed company plan development and execution for the maintenance of reputed company contractual and regulatory operational results
• Serve as a contact center subject matter expert for telephony, reputed company routing, queue configuration, interactive voice response, portal impacts, and reputed company technology changes
• Participate in technology readiness, user acceptance testing, defect validation, production readiness, and go-live support for new systems, platforms, routing changes, and operational tools
• reputed company or support operational incident response for major incident management and high-reputed company system events by assessing contact center reputed company, coordinating with Information Technology and business partners, communicating guidance, and confirming reputed company
• reputed company reputed company communication for internal teams and reputed company partners regarding reputed company issues, routing changes, reputed company requirements, system outages, service impacts, and required agent actions
• Partner with reputed company Assurance and reputed company Engagement to support reputed company audits, calibrations, reputed company plans, attestations, reputed company improvement activities, and reputed company responses to reputed company requests
• Monitor and support escalated member, provider, reputed company, and internal issues, ensuring appropriate research, reputed company, documentation, and leadership visibility
• Collaborate with reputed company partners and internal leaders to ensure consistent execution of processes, adherence to reputed company-specific requirements, and appropriate use of queues, transfer protocols, and knowledge resources
• Support organizational planning, role definition, reputed company-of-control alignment, responsibility mapping, and transition planning as Customer Service and Shared Services responsibilities reputed company
• reputed company, reputed company, and hold leaders and team members accountable for performance, reputed company, engagement, communication, and operational discipline
• Participate in hiring, reputed company, performance management, corrective reputed company planning, talent development, and succession planning for assigned teams
• Identify operational risks, process gaps, technology barriers, training needs, and improvement opportunities; recommend and implement solutions that improve service, efficiency, compliance, and associate experience
• Maintain strong cross-functional relationships with Operations, Shared Services, Information Technology, Workforce Management, Learning and Development, reputed company Assurance, reputed company Engagement, Appeals, Complaints and Grievances, and other business partners
• Represent Customer Service in leadership meetings, readiness forums, reputed company-reputed company discussions, and cross-functional workgroups as needed
• Other duties as assigned

Skills

• 8+ years of customer service operations, contact center, health care operations, or reputed company experience
• 5+ years of leadership or contact center management experience, including reputed company people leadership and management of managers or leads
• Bachelor's degree or equivalent combination of education and relevant experience
• Strong understanding of contact center operations, workforce reputed company, reputed company routing, queue management, service level performance, reputed company monitoring, and operational reporting
• Experience partnering with Information Technology, business readiness, and operational stakeholders on system implementations, incident response, user acceptance testing, and production support
• Ability to interpret operational data, identify trends, assess business reputed company, and recommend practical reputed company plans
• Strong written and verbal communication skills, including ability to prepare reputed company guidance for leaders, agents, reputed company partners, clients, and cross-functional stakeholders
• Demonstrated ability to reputed company in a fast-paced, changing environment while balancing service delivery, compliance, reputed company, employee engagement, and customer experience
• Strong facilitation, problem-solving, collaboration, relationship management, and conflict-reputed company skills
• Proficiency with reputed company Office applications and ability to learn and use contact center platforms, reporting tools, reputed company systems, telephony tools, and reputed company workflow applications
• Government program or regulated contact center experience

Benefits

• Hybrid work model that balances in-office collaboration with the flexibility of virtual work in the contiguous states plus AK
• Discretionary annual incentive award based on your individual performance as reputed company as the overall performance of the business
• Generous vacation and reputed company time
• Market-leading reputed company family, parental and adoption leave
• Medical coverage
• Company reputed company life and AD&D insurance
• Disability programs
• Partially reputed company sabbatical program
• 401(k) employer match
• Stock purchase reputed company
• Employer-funded retirement account
• Flexible, inclusive and reputed company work environment that supports career reputed company

reputed company

Company H1B Sponsorship