Experienced Customer Service Manager – Call Center Operations and Team Leadership (Fully Remote)

At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing accessible, high-quality, and affordable health insurance solutions. As a fast-growing organization, we're committed to fostering a culture of innovation, collaboration, and exceptional customer service. We're seeking an experienced Customer Service Manager to lead our call center team and drive performance improvements, while ensuring a seamless and consistent customer experience.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's passionate about making a positive impact on people's lives. Our mission is to provide innovative health insurance solutions that cater to the diverse needs of individuals and families. We're committed to building a team of talented professionals who share our vision and values.

Job Summary

We're looking for a seasoned Customer Service Manager who has a proven track record of success in managing call center operations and teams. The ideal candidate will have expertise in Amazon Connect, experience working in a remote environment, and a passion for driving performance improvements, fostering team development, and delivering exceptional customer service. If you're a motivated and results-driven leader who thrives in a fast-paced environment, we encourage you to apply.

Responsibilities

As a Customer Service Manager at arenaflex, you'll be responsible for:

• Reporting directly to the VP of Client Experience and collaborating with other departments to ensure a seamless and consistent customer experience
• Overseeing and managing the daily operations of the call center, with a focus on call metrics, quality assurance, call handling, and scheduling
• Developing and executing strategies to enhance call center efficiency and performance, leveraging Amazon Connect to streamline call routing, customer engagement, and reporting processes
• Ensuring customer interactions are handled promptly and professionally, and monitoring and analyzing call center metrics to identify opportunities for improvement
• Recruiting, training, and mentoring call center agents to build a high-performing team, and motivating, engaging, and supporting the call center staff to drive results
• Managing the call center budget and optimizing resources effectively, and collaborating with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling
• Troubleshooting and resolving any issues related to Amazon Connect, collaborating with IT and AWS support as needed, and staying informed on the latest Amazon Connect features and functionality for optimal use
• Collaborating with other departments to ensure a seamless and consistent customer experience, and performing other duties as assigned by your manager

Requirements

To be successful in this role, you'll need:

• 5+ years of experience in a call center management role, preferably within the health insurance industry
• Expert knowledge of Amazon Connect and experience working in a remote environment and managing a "remote" team
• Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams
• Ability to work independently and as part of a team, with excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations
• Proven track record of success in managing and improving call center operations, with experience working in a fast-paced high-functioning environment

Physical Requirements

This role requires:

• Prolonged periods sitting at a desk and working on a computer per day
• Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
• Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
• Visual ability is sufficient to read and produce printed material and information displayed on a computer screen

Perks and Compensation

As a valued member of our team, you'll enjoy:

• Full-time / Exempt status
• Salary Range: $75,000 to $80,000 per year
• Travel: 5%
• Internet Reimbursement
• Cellular Reimbursement
• Fully Remote / Work from the comfort of your home!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

How to Apply

If you're a motivated and results-driven leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job! Apply for this job