Experienced Call Center Customer Service Manager – Leadership & Operational Excellence

Join arenaflex as the Manager of Call Center Customer Service within our Services & Benefits division, where you will have the opportunity to make a significant impact on the operational success of our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. In this pivotal role, your leadership will directly contribute to achieving performance guarantees, service levels, and customer satisfaction. We are looking for someone who is passionate about developing others, driving results, and building high-performing teams. This remote position requires flexibility to work during call center hours, which are from 8:00 AM to 11:00 PM EST, seven days a week.

About arenaflex

arenaflex is a leading healthcare company dedicated to providing innovative solutions to improve the lives of our customers. Our Services & Benefits division is committed to delivering exceptional customer experiences through our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. As a Manager of Call Center Customer Service, you will play a critical role in driving operational excellence and ensuring that our customers receive the highest level of service.

Responsibilities

As the Manager of Call Center Customer Service, you will be responsible for leading a team of front-line supervisors and dedicated agents. Your key responsibilities will include:

• Leading a High-Performing Team: Lead a team of front-line supervisors and dedicated agents to achieve performance guarantees, service levels, and customer satisfaction.
• Managing Performance and Colleague Relations: Manage performance, resolve colleague relations issues, and ensure the achievement of performance guarantees.
• Driving Colleague Engagement: Drive colleague engagement initiatives to create a positive work environment and foster a collaborative culture.
• Supporting Leadership and Colleague Development: Support leadership and colleague development through coaching, mentoring, and training.
• Resolving Escalated Customer Issues: 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.
• Conducting Root Cause Analyses: Conduct comprehensive root cause analyses for escalated issues, working closely with relevant teams to address underlying problems.
• Implementing Preventive Measures: Propose and implement preventive measures to minimize the recurrence of escalated issues.
• Overseeing Operational Execution: Oversee the operational execution of Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus.
• Monitoring and Coaching Supervisors: Monitor and coach supervisors in quality, productivity, and overall work performance.
• Reviewing Processes and Procedures: Regularly review existing processes and procedures related to customer interactions, and identify areas for improvement to enhance efficiency, accuracy, and customer satisfaction.
• Collecting and Analyzing Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement.
• Developing and Implementing Training Programs: 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: Ensure ongoing training sessions to keep colleagues informed about changes in products, services, and procedures.
• Supporting the Implementation of New Systems and Processes: Support the implementation of new systems and processes.
• Collaborating with Other Departments: Work closely with other departments to implement and communicate process improvements.
• Fostering a Collaborative Environment: Foster a collaborative environment where cross-functional teams work together to achieve common goals.

Requirements

To be successful in this role, you will need to have:

• 3+ Years of Exceptional Leadership & Collaboration Skills: Proven experience in leading high-performing teams and collaborating with cross-functional teams.
• 3+ Years of Proven Experience in a Managerial Role: Experience in a managerial role leading other People Leaders, 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: Ability to travel up to 25%.

Nice-to-Haves

While not required, the following skills and experiences would be beneficial:

• Expertise in Healthcare: Expertise in healthcare, Medicare, Managed Care Organizations, or customer service.
• Experience Working with Third-Party BPO Vendors: Experience working with third-party BPO vendors.
• Previous Demonstrated Experience in Managing a Geographically and Functionally Diverse Team: Previous demonstrated experience in managing a geographically and functionally diverse team.
• Excellent Supervisory Skills: Excellent supervisory skills, including customer service skills.
• Strategic Thinker: Strategic thinker with a focus on continuous improvement.
• Excellent Time Management and Organizational Skills: Excellent time management and organizational skills.
• Strong Quantitative/Analytical Skills: Strong quantitative/analytical skills and project management skills.
• Strong Verbal and Written Communication Skills: Strong verbal and written communication skills and ability to communicate with all levels of the organization.
• Experience Adapting to Change: Experience adapting to change, performing critical analysis, planning, organizing, and evaluating effectively.
• Experience Sharing Performance Feedback: Experience sharing performance feedback to employees.
• Proficiency in Windows and MS Office Suite: Proficiency in Windows and MS Office Suite.
• Bilingual in Spanish: Bilingual in Spanish.

Benefits

arenaflex offers a comprehensive benefits package, including:

• Full Range of Medical, Dental, and Vision Benefits: Full range of medical, dental, and vision benefits.
• 401(k) Retirement Savings Plan: 401(k) retirement savings plan.
• Employee Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees.
• Fully-Paid Term Life Insurance Plan: Fully-paid term life insurance plan for eligible employees.
• Short-Term and Long-Term Disability Benefits: Short-term and long-term disability benefits.
• Numerous Well-being Programs: Numerous well-being programs.
• Education Assistance and Free Development Courses: Education assistance and free development courses.
• CVS Store Discount and Discount Programs: CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or Vacation Pay: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

How to Apply

If you are a motivated and results-driven leader who is passionate about developing others and driving operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. Apply for this job