Manager Customer Service

Company :

Job Description :

JOB SUMMARY

This job manages staff to produce high quality work output and throughput and selects, develops and continuously coaches staff to the highest levels of performance. The incumbent motivates and builds the team through the creation of a work environment and conditions that contribute to highest levels of performance; is responsible for the broad execution of work processes on work items across a functional process area to meet output levels and performance goals; supports strategic planning; is accountable for client relationships; and is the point of contact for external entities.

ESSENTIAL RESPONSIBILITIES

• Communicate effectively.
• Provide staff with monthly coaching.
• Manage preparation and implementation of area objectives and ensure these are met in accordance with strategies.
• Ensure workload standards are met through efficient utilization of staff in collaboration and support of the Command Center, regular audits of relevant systems as well as up to date statistics and reports.
• Evaluate trends, customer feedback, and business initiatives and changes and ensure appropriate planning, training, and allocation of resources to successfully achieve desired performance objectives
• Analyze issues specific to the area and create business cases to support recommendations on further development of the current processes, procedures and staffing.
• Daily and ongoing monitoring, observing and evaluating various work processes and individual skills applied in the work place to achieve optimum performance and model behavior.
• Other duties as assigned or requested.

EDUCATION

Required

• High School Diploma/GED

Substitutions

• None

Preferred

• Bachelor's Degree

EXPERIENCE

Required

• 5 years in a Management role
• 5 years in Member Services in a large and diverse call center environment
• 3 years in the Insurance Industry and/or a Production Operation environment
• 3 years in Presenting and Communicating to large audiences
• 3 years utilizing insurance principles, industry practices, operational and system processes, quality control techniques, audit and compliance requirements and financial management skills
• 3 years utilizing various industry laws and regulations

Preferred

• None

LICENSES AND CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• In-depth knowledge of call center technologies and methods. Makes goals and performance expectations very clear and measurable and provide frequent feedback to the staff relative to those targets. Then praise and reward when performance is achieved or exceeded and execute corrective action, bringing staff to performance expectations
• In-depth understanding of the system in which that work is performed – the process, tools and the people – and be able to cost effectively produce the highest levels of high quality output and throughput. This includes knowing how the inputs and outputs of the process area they manage impacts upstream and downstream processes

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

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