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.

About arenaflex

arenaflex is a leading provider of comprehensive, high-quality oral health care benefits to millions of enrollees. With a strong network of dental providers and a commitment to innovation, we're transforming the future of health care. Our company values of trust, service, excellence, and innovation create a workplace that's focused on teamwork and camaraderie. Join us and experience our culture in action by connecting with us on social media.

Responsibilities

As a Customer Operations Manager at arenaflex, you'll be responsible for: - Coordinating staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. - Participating as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. - Ensuring system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. - Working collaboratively with internal training teams to develop written training materials and coordinate training. - Developing, monitoring and reconciling an annual operating plan, budget, and staffing. - Analyzing KPI's, systems and processes to identify trends or issues and make recommendations for better customer and employee experience. - Coordinating new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. - Collaborating cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. - Acting as the key point of contact for responding or presenting to internal and external auditors. - Keeping informed of upcoming technology and industry changes and understanding the impacts to the department at a high level to communicate needs to business partners and leaders.

Qualifications

To be successful in this role, you'll need: - 8+ years' experience in a contact center environment with 3-5+ years supervisory/management experience. - 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

As a Customer Operations Manager at arenaflex, you'll need to possess: - Strong analytical and problem-solving skills to identify trends and issues and make recommendations for improvement. - Excellent communication and interpersonal skills to work effectively with team members, stakeholders, and customers. - Strong leadership skills to motivate and develop team members. - Ability to work in a fast-paced environment and prioritize multiple tasks and projects. - Strong initiative and ability to take ownership of projects and initiatives. - Strong knowledge of contact center concepts, telecommunication technology, and contact center business systems.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Operations Manager, you'll have opportunities to: - Develop your leadership skills and take on new challenges. - Collaborate with cross-functional teams to drive business results. - Participate in training and development programs to enhance your skills and knowledge. - Contribute to the development of new processes and procedures to improve customer experience. - Work on high-impact projects that drive business results.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values teamwork, collaboration, and customer satisfaction. As a Customer Operations Manager, you'll work in a fast-paced environment with a team of dedicated professionals who are passionate about delivering exceptional customer experiences. Our company culture is built on the values of trust, service, excellence, and innovation, and we're committed to creating a workplace that's inclusive, diverse, and supportive.

Compensation, Perks, and Benefits

As a Customer Operations Manager at arenaflex, you'll receive: - Competitive base pay and incentive pay. - 401(k) with robust matching and non-matching contributions. - Rich medical and pharmacy benefits. - 100% employer-paid dental and vision benefits. - Holistic wellbeing program with deep financial incentives. - Generous paid time off plus 12 paid holidays and your birthday off. - Culture of growth and learning: career development, tuition reimbursement, recognition program. - Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance. - Social responsibility and volunteer opportunities. - Employee discount program.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and is committed to building and maintaining a diverse and inclusive workplace for all employees. We're proud to be an employer of choice for individuals from diverse backgrounds and perspectives.

How to Apply

If you're a motivated and results-driven professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply Job!

Note

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. Proof of eligibility to work in the United States must be provided if selected for hire. Apply for this job