S125 Client Service Center Manager

OverviewManages and directs all activities, workflow and financial management of the S125 Client Service Call Center and FSA Claims Processing Team.Responsibilities• Ensures product integrity by maintaining compliance with state and federal regulations as well as standards set forth in the HRS division.• Research and propose new products and product enhancements by working with various groups in HRS, such as Product Management and Field Operations.• Maintains or improves the call center’s real-time responsiveness to ensure quality service is provided to clients.• Maintains knowledge of available technologies and work processes that have potential to improve customer services.• Assists in the establishment of policies and implements all policies and procedures relating to the workflow of the assigned group by managing call volume and queue activity.• Partners with key business units to continually evaluate process inefficiencies, identify opportunities for improvement, and implement strategies to enhance the client experience.• Provides management information and analysis regarding workload, traffic distribution and service performance to assist with management decision making.• Reviews the workflow of the group to ensure quality service and sound client relations and recommends improvements if necessary.• Plans, organizes and controls resources for optimal utilization to deliver optimal customer service.• Recruits, selects, hires and evaluates performance of personnel to ensure all department needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs and other resources as required for professional advancement.• Prepares the capital and operating budgets for the cost center(s) and analyzes interdepartmental reports as they relate to the cost center(s). Achieves cost center projections through labor expense and administrative expense controls.• Manages the technical expertise of the S125 project team to solve problems regarding internal, field and client issues to ensure quality service is provided to both field offices and clients.• Manages the day to day activities of the FSA Claims processing team to ensure productivity.• Responsible in leading team to meet and/or exceed targeted budget for S125 losses.• Lead S125 Client Service Center and Claims teams to achieve targeted Client Satisfaction goals of 88% or higher.• Provides management information and analysis on increasing participation rates for S125 product.Qualifications• H.S. Diploma - Required• Associate's Degree - Preferred• 2 years of experience in Supervisory experience.