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Customer Engagement Manager

2 months ago

Fort Lauderdale, Florida, United States BeneLynk Full time
Job Summary

We are seeking an experienced Customer Engagement Manager to supervise and lead our team of contact center agents. The successful candidate will be responsible for managing day-to-day activities, motivating the team to achieve organizational goals, and assisting with developing and implementing timelines and plans to achieve targets.

Key Responsibilities
  • Team Management: Set clear team goals and KPIs, consisting of metrics on how to identify eligibility and assist with enrollment in Medicare Savings Programs/Medicaid.
  • Coaching and Development: Coach and develop team members to succeed in their roles and prepare for future roles.
  • Operational Oversight: Oversee day-to-day team operations and performance.
  • Compliance and Quality: Ensure contact center agents and team leads understand and comply with all call center objectives, performance standards, and policies.
  • Employee Engagement: Create a healthy and motivating work environment and atmosphere.
  • Performance Management: Monitor and evaluate agent and team lead performance, provide learning or coaching opportunities, and escalate to the Manager for corrective action, if necessary.
  • Reporting and Analysis: Prepare reports and analyze data to assist management in determining call center goals.
  • Collaboration and Communication: Work with other management team members to support agents and maximize customer satisfaction.
  • Regulatory Compliance: Maintain current knowledge of state and federal regulatory requirements to adhere to strict compliance of all aspects of BeneLynk's operations.
  • Company Values: Demonstrate behaviors, actions, and attitudes that reflect BeneLynk's vision, mission, and values.
Requirements
  • Education: Bachelor's Degree (preferred) or equivalent work experience.
  • Experience: 5 years of experience with direct consumer interaction, telephone sales experience, Medicaid program experience preferred.
  • Language Skills: Excellent oral communication skills; ability to communicate with elderly individuals and state government personnel; bi-lingual (English & Spanish) preferred.
  • Reasoning Ability: Ability to analyze and interpret governmental program criteria; ability to interact and decipher information via telephonic or correspondence inquiries.