Experienced Customer Service Manager – Hybrid Leadership Role at arenaflex
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a leading organization in the industry, we're seeking an experienced Customer Service Manager to lead our Medical Contact Center Operations team in a hybrid environment. This is an exciting opportunity for a seasoned leader to drive operational efficiency, enhance customer satisfaction, and foster a customer-centric culture.
About arenaflex
arenaflex is a dynamic and innovative organization that's committed to making a positive impact in the lives of our customers. With a strong focus on customer experience, we're constantly seeking ways to improve our services and exceed our customers' expectations. Our team is passionate about delivering exceptional results, and we're looking for a leader who shares our vision and values.
Responsibilities
As a Customer Service Manager at arenaflex, you'll be responsible for leading a team of 8 to 10 Front Line Supervisors and Staff, with a total span of control of 150+. Your key responsibilities will include:
- Leading a high-performing team: Direct the overall service-related activities for the team's customer service function, ensuring quality customer service and driving operational efficiency.
- Customer Experience and Operations Strategies: Support the company's customer experience and operations strategies, collaborating with various departments to enhance the customer experience.
- People Initiatives: Lead people initiatives with Human Resources, including compensation planning, performance management, staffing, employee relations, employee recruitment, training, teaming, and employee development.
- Interface with Other Service Functions: Interface with other service functions and business units, such as sales, account management, and technology, to ensure seamless communication and collaboration.
- Workforce Management: Direct workforce management execution to optimize operational efficiencies while maintaining a customer-centric approach.
- Technology and Process Enhancements: Execute technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
- Anticipating Customer Needs: Anticipate customer needs and proactively develop solutions to meet them.
- Solving Complex Problems: Solve unique and complex problems with broad impact on the business.
- Business Planning: Develop and manage business plans to achieve objectives.
- Compliance and Risk Management: Manage external and internal service compliance, identifying risk and compliance opportunities.
- Service Expense Opportunities: Continuously identify, analyze, and drive service expense opportunities by employer group and by account.
- Change Leadership: Act as a change leader, exhibiting managerial courage and delivering transparent and accurate messages to leadership and staff.
- Developing Direct Reports: Develop direct reports through coaching, delegation, and guidance to master current roles and expand their influence.
- Improving Customer Experience: Focus on improving the customer experience through coaching, guidance, and identification/execution of operational improvement opportunities.
Requirements
To be successful in this role, you'll need:
- High School Diploma or GED: Required; Bachelor's Degree or advanced degree preferred.
- 7+ years' experience in Operations Management: Strongly preferred, with experience leading managers and multi-channel virtual operational teams.
- Customer-Centric Culture: Experience in a customer-centric culture with a strong customer service orientation.
- Customer Satisfaction Surveys: Experience with customer satisfaction surveys and improving operational effectiveness.
- Operational Orientation and Competence: Strong operational orientation and competence with demonstrated influential leadership.
- Proven Results: Proven results in leading an organization through changing business priorities.
- Leadership and Management Capability: Excellent leadership and management capability, specifically related to proactive succession management.
- Motivation and Inspiration: Ability to motivate, inspire, and rally a team around a common vision.
- Exceptional Communication Skills: Exceptional verbal and written communication skills.
Nice-to-Haves
* Experience with Customer Satisfaction Surveys: Preferred.
- Proven History of Improving Operational Effectiveness: Proven history of improving an operation's overall effectiveness and efficiency.
Benefits
As a valued member of our team, you'll enjoy:
- Flexible Work Environment: A flexible work environment that supports work-life balance.
- Opportunities for Professional Development: Opportunities for professional development and growth.
- Health and Wellness Programs: Access to health and wellness programs that support your physical and mental well-being.
- Employee Assistance Programs: Employee assistance programs that provide support and resources for you and your family.
How to Apply
If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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