Manager - Call Center Customer Service at arenaflex

Join arenaflex, a leading health solutions company, as the Manager of Call Center Customer Service with our Services & Benefits division. As the Manager, you will play a pivotal role in the operational success of the Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. Your leadership will directly contribute to the achievement of performance guarantees, service levels, and customer satisfaction. If you are passionate about developing others, driving results, and building high-performing teams, this is an exciting opportunity to make a substantial impact.

About arenaflex

arenaflex is building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.

Job Summary

We are seeking an experienced and results-driven Manager to lead our Call Center Customer Service team. As the Manager, you will be responsible for leading a team of front-line supervisors and dedicated agents, driving colleague engagement, and ensuring the achievement of performance guarantees. You will also be responsible for resolving colleague relations issues, conducting thorough investigations, and collaborating with relevant departments to provide swift and effective resolutions. If you have a proven track record of leadership, customer service, and operational excellence, we encourage you to apply for this exciting opportunity.

Responsibilities

As the Manager of Call Center Customer Service, you will be responsible for:

• Team Leadership: Lead a team of front-line supervisors and dedicated agents, providing guidance, coaching, and development opportunities to ensure the team's success.
• Colleague Engagement: Drive colleague engagement initiatives to create a positive work environment, support leadership and colleague development, and foster a culture of collaboration and teamwork.
• Issue Resolution: Act as the point of contact for escalated customer issues that require managerial intervention, conducting thorough investigations and collaborating with relevant departments to provide swift and effective resolutions.
• Operational Excellence: Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus, monitoring and coaching supervisors in quality, productivity, and overall work performance.
• Training and Development: Collaborate with the training team to develop and implement training programs that equip colleagues with the most up-to-date information, ensuring ongoing training sessions to keep colleagues informed about changes in products, services, and procedures.
• Cross-Functional Collaboration: Work closely with other departments, including Digital, IT, Workforce Management, Training, Knowledge & Quality, and Product Owners to implement and communicate process improvements, collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals, and actively resolve customer concerns and escalations.

Requirements

To be successful in this role, you will need:

• 3+ years of exceptional leadership & collaboration skills: Proven experience in leading teams, driving results, and building high-performing teams.
• 3+ years of proven experience in a managerial role: Experience in a managerial role, preferably within a customer service or retail environment.
• 3+ years of experience in customer service operations: Experience in customer service operations, including managing Contact Center operations on a large scale in a highly competitive multi-unit environment.
• 3+ years of demonstrated leadership experience: Demonstrated leadership experience in managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies.
• Ability to travel up to 25%: Ability to travel up to 25% for training, meetings, and other business-related purposes.
• Education: Bachelor's degree and/or equivalent experience in Business, Management, or related field. Master's degree preferred.

Preferred Qualifications

* Expertise in Healthcare: Experience working in the healthcare industry, including Medicare, Managed Care Organizations, or Customer Service.

• Experience working with third-party BPO vendors: Experience working with third-party BPO vendors, including managing vendor relationships and ensuring performance goals are met.
• Excellent supervisory skills: Excellent supervisory skills, including customer service skills, strategic thinking, and time management.
• Strong quantitative/analytical skills: Strong quantitative/analytical skills, including project management, communication, and leadership skills.
• Bilingual in Spanish: Bilingual in Spanish, with the ability to communicate with colleagues and customers in Spanish.

What We Offer

* Competitive salary: A competitive salary, with a typical pay range of $54,300.00 - $145,860.00.

• Bonus, commission, or short-term incentive program: Eligibility for a bonus, commission, or short-term incentive program, in addition to the base pay range.
• Comprehensive benefits package: A comprehensive benefits package, including affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs: No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching.
• Flexible work arrangements: Flexible work arrangements, including remote work options and flexible schedules.
• Opportunities for growth and development: Opportunities for growth and development, including training and development programs, mentorship, and career advancement opportunities.

How to Apply

If you are passionate about developing others, driving results, and building high-performing teams, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to apply for the Manager - Call Center Customer Service role. The application window for this opening will close on [insert date]. Apply for this job