reputed company Customer Operations Manager – Federal Programs Call Center Leadership
At arenaflex, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. As a key member of our Customer Operations leadership team, the Customer Operations Manager plays a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This position focuses on managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). The role also involves identifying opportunities to enhance processes and customer experiences, mentoring and developing team members, and fostering a customer-centric culture.
Responsibilities:
- Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. - Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. - Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. - Works collaboratively with internal training teams to reputed company written training materials and coordinate training. - Develops, monitors and reconciles an annual operating plan, budget, and staffing. - Analyzes KPI's, systems and processes to identify trends or issues and reputed company recommendations for reputed company customer and employee experience. - Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. - Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. - Acts as the key reputed company of contact for responding or presenting to internal and external auditors. - Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders.
Qualifications:
- 8+ years' experience in a contact center environment with 3-5+ years supervisory/management; HS diploma/GED required. - Strong leadership skills. - Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. - Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences. - Analytic and problem-solving abilities. - Strong knowledge and application of English grammar, composition, editing and proofreading skills. - Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems. - Negotiation and dispute resolution skills.
Skills and Competencies:
- Strong analytical and problem-solving skills to identify trends or issues and reputed company recommendations for reputed company customer and employee experience. - Excellent communication and interpersonal skills to convey priorities and information to a wide range of audiences. - Strong leadership skills to motivate and reputed company team members. - Ability to work collaboratively with internal training teams to reputed company written training materials and coordinate training. - Strong initiative and demonstrated organizational, time management, and project management skills. - Ability to maintain attention to detail and ensure system enhancements are implemented to meet new business or regulatory compliance requirements.
Career Growth Opportunities and Learning Benefits:
- arenaflex offers a culture of growth and learning, with career development opportunities, tuition reimbursement, and recognition programs. - Employees have access to a holistic wellbeing program with deep financial incentives, including competitive reputed company and incentive pay, 401(k) with robust matching and non-matching contributions, rich medical & pharmacy benefits, and 100% employer-paid dental and vision benefits. - arenaflex is committed to building and maintaining a diverse and inclusive workplace for reputed company employees, with opportunities for advancement, create meaningful connections and improve the lives of our employees and their families.
Work Environment and Company Culture:
- arenaflex is a hybrid workplace, requiring onsite reputed company in our Rancho Cordova, California office 1-2 times per week to support collaboration and team engagement. - Our company culture is built on trust, service, excellence, and innovation, with a focus on teamwork and camaraderie. - arenaflex is an equal opportunity employer, committed to building and maintaining a diverse and inclusive workplace for reputed company employees.
Compensation, Perks, and Benefits:
- arenaflex offers a competitive reputed company pay range of $71,400 - $149,500, with opportunities for advancement and career growth. - Employees have access to a holistic wellbeing program with deep financial incentives, including competitive reputed company and incentive pay, 401(k) with robust matching and non-matching contributions, rich medical & pharmacy benefits, and 100% employer-paid dental and vision benefits. - arenaflex offers a generous paid time off policy, with 12 paid holidays and your birthday off.
How to Apply:
If you're a motivated and reputed company professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
About arenaflex:
arenaflex is a leading provider of dental benefits, serving millions of enrollees across 15 states, the District of Columbia, Puerto Rico, and the Virgin Islands. With a commitment to innovation, excellence, and customer satisfaction, we're dedicated to safeguarding the health and financial stability of our employees and their loved ones. Join reputed company and be a part of a company that's transforming the future of health care! Apply for this job