Experienced 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 develop 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 make recommendations for better 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 point 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 leadership and management skills with the ability to motivate and develop team members. - Excellent communication and interpersonal skills with the ability to build strong relationships with internal and external stakeholders. - Strong analytical and problem-solving skills with the ability to identify trends and make recommendations for improvement. - Ability to work in a fast-paced environment with multiple priorities and deadlines. - Strong initiative and demonstrated organizational, time management, and project management skills. - Ability to maintain attention to detail and ensure accuracy in all aspects of the job.

Career Growth Opportunities and Learning Benefits:

- arenaflex offers a comprehensive training program to support the development of our employees. - Opportunities for career advancement and professional growth within the company. - Access to industry-leading technology and tools to support your work. - Collaborative and dynamic work environment with a team of experienced professionals. - Recognition and rewards for outstanding performance and contributions to the company.

Work Environment and Company Culture:

- arenaflex is committed to creating a diverse and inclusive workplace for all employees. - We offer a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off. - arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. - We are committed to building a workplace that is free from harassment and discrimination. - arenaflex offers a range of employee recognition and reward programs to recognize outstanding performance and contributions.

Compensation, Perks, and Benefits:

- Competitive base pay and incentive pay opportunities. - Comprehensive benefits package, including medical, dental, and vision coverage. - 401(k) plan with robust matching and non-matching contributions. - Paid time off and 12 paid holidays per year. - Employee recognition and reward programs. - Access to industry-leading technology and tools. - Collaborative and dynamic work environment.

How to Apply:

If you are a motivated and experienced 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 look forward to hearing from you!

About arenaflex:

arenaflex is a leading provider of dental and vision benefits to millions of enrollees across the United States. We are committed to safeguarding the health and financial stability of our employees and their loved ones. Our company is built on a foundation of trust, service, excellence, and innovation, and we are dedicated to creating a workplace that is free from harassment and discrimination.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to building a workplace that is free from harassment and discrimination, and we offer a comprehensive benefits package to support the well-being of our employees.

Proof of Eligibility:

Proof of eligibility to work in the United States must be provided if selected for hire. arenaflex is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Apply for this job