Manager, Call Center

3 weeks ago

Philadelphia, United States Independence Blue Cross Full time

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission_ _to enhance the health and well-being of the people and communities we serve._

Our **Manager of Call-Center** is responsible for managing a team or unit of customer service representatives (could be either physical or behavioral health) and ensuring service levels are met or exceeded.

For Behavioral Health Customer Service, the manager ensures the timely and accurate assessment of caller needs is connected to the right solution for either care or service. Provides actionable outcomes and recommendations in partnership with Clinical Services to ensure a positive member and provider experience. The position ensures that the data integrity with respect to documentation between internal customer service and clinical services is scrutinized and validated on a regular basis, so member case information meets audit and regulatory requirements.
- Achieves and maintains preferred standards for the department.
- The ability to successfully interface with key stakeholders across the company to drive performance results and outcomes.
- Manages work processes, and 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.
- Ensures and maintains excellent working relationships with key stakeholders both internal and external.
- Manages customer care advocates and supervisors to ensure compliance with policies, procedures, and customer requirements.
- Ensures the contact center is meeting telephone access standards for Independence.
- Ensures motivational programs are being utilized.
- Manages the department's customer/support services quality improvement programs to ensure alignment with member and provider satisfaction standards.
- 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 approve and implement 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**
- Minimum 5 - 7 years' experience in a call center environment and 2 years of supervisory experience.
- 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.
- Must possess a service excellence attitude.
- Demonstrated track record of managing change with proven results.
- Ability to identify individual and team developmental needs.
- Previous experience in teaching, social work, or related fields is not required but is an asset.
- Possess a deep understanding of customer engagement and service across both telephone and digital channels.
- Excellent listening, verbal, and written communication skills.
- Strong attention to detail.
- Strong interpersonal skills, including influencing others and negotiation.
- Ability to independently manage customer cases across multiple contact channels and prioritize based on service levels and customer needs in a fast-paced environment.
- Strong technical / computer skills
- Ability to create reporting and documents in Excel, PowerPoint, and Word is required at an intermediate level.
- Bachelor’s degree preferred or equivalent. In lieu of a degree, five (5) to seven (7) years of management experience is required.
- 9+ experience related to customer advocacy. Previous experience in teaching, social work, or related fields is not required but is an asset.

**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

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