Customer Service Manager, BPO Vendor Relations

2 weeks ago


Atlanta, Georgia, United States Sun Life Full time
About the Role

We are seeking a highly skilled Customer Service Manager, BPO to join our team at Sun Life. As a key member of our operations team, you will be responsible for leading the performance of our co-sourcing vendors and ensuring that our customer service functions meet or exceed member, customer, and provider expectations.

Key Responsibilities
  • Lead the performance of co-sourced teams and ensure that appropriate development, training, and performance management takes place.
  • Deliver superior call center performance that meets or exceeds member, customer, and provider expectations and is consistent with corporate goals.
  • Supervise staffing of customer service resources and work with statistical data from call center reports and customer service productivity.
  • Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence.
  • Develop action planning for performance improvement by analyzing monthly reports and other observed trends.
  • Organize and track key information and documents.
  • Work with other departments to ensure queue times are met.
  • Perform call center functions (answer calls) as part of supervisory duties.
  • Develop innovative ways to motivate the staff.
  • Foster an environment of teamwork by participating in and leading teambuilding activities.
  • Provide customer center workflow and quality improvement.
  • Resolve issues in accordance with DentaQuest's internal policies, client contracts, and state and federal regulations.
  • Prepare reports and conduct data analysis for client meetings and presentations.
  • Identify and create efficiencies.
  • Represent DentaQuest in Customer Service issues with internal and external customers.
Requirements
  • 3 years' experience managing or working in a leadership capacity with a co-sourcing vendor (BPO) strongly preferred.
  • Bachelor's degree with 5 years' Customer Service/Call Center experience or equivalent.
  • 3 years' experience within healthcare or dental care preferred.
  • Working knowledge of call center and operation metrics and reporting tools, scheduling, and staffing tools and quality control/call monitoring processes.
  • Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint and Visio preferred.
  • Strong project management skills and techniques.
  • General knowledge of Internet and Intranet.
  • Must have strong interpersonal and communication skills.
  • Ability to manage multiple priorities and adapt to changing conditions.
  • Excellent analytical and problem-solving skills.
  • Ability to present to professionals, clients, colleagues, senior leaders.
What We Offer

At Sun Life, we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We offer a competitive salary range of $49,800 to $55,100 annually, depending on location. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. Join our talented, diverse workforce and launch a rewarding career.



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