Global Service Center Manager

2 weeks ago

King of Prussia, United States GeoBlue Full time

We are adding a new Global Service Center Manager to our team The Manager - Global Service Center is responsible for the management and the development of an international/domestic Global Service Center team that provide supports, assistance, and services for customers/members in the USA and worldwide clients in a 24/7/365 service center environment for both the Global Core and Classic segments.

The objective of this position is to:

  • Manage and lead a team of Global Service Center Supervisors, Team Leads, Senior Specialists and Specialists.
  • Achieve key performance objectives and goals.
  • Set strategic and tactical directions with clarity.
  • Create a supportive working environment for personal and professional growth.
  • Build and develop strong service-focused teams by promoting and demonstrating exceptional Customer Experience principles.
  • The ideal candidate must be agile, resourceful, a visionary, and highly motivated to lead the team in one of the more challenging, yet rewarding roles, in the company.
Responsibilities:
  • Achieve a balance between maintaining company protocols/processes while delivering a "legendary" customer experience.
  • Meet or exceed key performance metrics.
  • Independently manage, develop, and motivate Global Service center Supervisors, Team Leads, Senior Specialists, and Specialists in a 24/7/365 service center environment.
  • Develop and maintain a collaborative partnership with Client Management, Provider Relations, Medical Review Team, and other departments/teams throughout the GeoBlue organization, as well as with vendor partners.
  • Negotiate in a skillful and professional manner in difficult situations with both internal and external clients.
  • Establishes and maintains effective relationships with customers (internal and external) and gains their trust and respect.
  • Effectively manage doctors, hospitals, and assistance partners to ensure prompt access to medical services in a cost-effective manner often in tandem with Provider Relations.
  • Participate in the management on-call rotation. Be a strategic thinker with the capability to articulate credible visions and creation of tactical plan to achieve key strategic visions and goals, including but not limited to suggestions to improve SalesForce, provide/implement any updates, and review/analyze daily, weekly, and monthly performance, and trend reports.
  • Provide recommendations in the implementation of procedural and systems changes to ensure high quality delivery of service and support to external clients and facilitate implementation of new products within the Global Service Center team.
  • Facilitate timely responses to complex and escalated customer inquiries and ensure transparent communications with key internal business partners and external vendors to drive toward prompt decision and resolution, review, provide customer responses, and coaching reps on Medallia feedback to improve NPS scores.
  • Prioritize, assign, and distribute work to ensure responsibility is at the appropriate level and Supervisors and Team Leads' skills are developed to support business requirements, including arranging coverage for overnight and weekend scheduled as needed.
  • Build and develop strong customer-focused service teams by promoting and demonstrating the Customer Experience principles.
  • Perform management and development, including but not limited to, providing coaching and mentoring of Supervisors and Team Leads, ensuring all team performance reviews are conducted within the People Management timelines, and coordinate content development/creation in conjunction with the Training team.
  • Lead discussion with Supervisors and Team Leads to take appropriate actions to maximize staff productivity through review and analyze Service Center reports on call duration, hold time, and transfer activities, etc.
  • Complete various administrative duties, including but not limited to, interviewing and selection of new team members, arranging for onboarding and system access, managing the floor plans, managing the shift schedules in conjunction with the Workflow Specialist, updating Monet, conducting weekly 1:1 sessions with Supervisors, monthly 1:1 sessions with Team Leads, and coaching sessions with staff, as needed.
  • Monitor and maintain key Global Service Center performance metrics, as well as collaborate on planning and execution of remedial plans to close the performance gaps.
  • Monitors inquiry trends based on calls, issues, inquiries, and through these tools, make recommendations on how to improve the quality of service, as well as reducing repeat contacts and improve process flows and procedures and first contact resolution.
  • As requested, participate in the development and deployment of operations projects and initiatives.
  • Other duties as assigned.
Requirements:
  • Undergraduate degree preferred, or 3 to 5 years of service center-equivalent experience preferable.
  • Managerial experience in a service center preferred.
  • Insurance industry experience required.
  • Demonstrated leadership skills are required to manage, motivate, and develop a high-performance work team; employee development, performance management, training, and employee counselling are essential to this role.
  • Excellent listening, verbal, written, and telephone etiquette business communication skills with the ability to communicate outstanding/follow-up issues that occur over the phone via email.
  • Must have the ability to deal calmly and effectively to diffuse and manage sometimes volatile and stressful situations. Maintains personal composure when confronted with difficult situations to gain trust and respect with the customers.
  • Strong facilitation, investigative, and analytical & problem-solving skills, as well as excellent organization and time management skills.
  • Strong collaboration skills to work across departments to resolve inquiries.
  • Interact effectively with all levels across the company.
  • Manage customer perceptions and build strong relationships.
  • Ability to adapt to changing work schedules and shifts.
  • Proficient with Microsoft Office products.
  • Proficient with SalesForce is a plus.
  • Proficient use and understanding of telephony hardware/software applications is a plus.
  • Having a positive and can-do attitude is a must.
  • Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access.)
Working Conditions:
  • Flexibility to work in an office and/or at-home, remote office environment.
  • Schedule flexibility is occasionally necessary in this position. Individual may be required to attend key business/departmental meetings and/or perform certain business critical job functions outside of normal working hours.
  • Must be able to communicate internally and externally through receiving and responding to auditory and visual methods.

Internal Pay Grade: 9

The starting pay for this role is $75,926 to $96,806 based on skill level and experience in a similar role.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

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