Experienced Full Stack Manager – Customer Operations Federal Programs

Join arenaflex, a leading provider of innovative solutions in the healthcare industry, as we seek an experienced and results-driven Manager to lead our Customer Operations Federal Programs team. As a key member of our leadership team, you will play a critical role in overseeing the Federal Government Programs Call Center, Correspondence, Grievance and Appeals, and IVR teams. This is an exciting opportunity to join a dynamic organization that is committed to delivering exceptional customer experiences and driving business growth.

About arenaflex

arenaflex is a forward-thinking company that has been dedicated to safeguarding the health and financial stability of our employees and their loved ones for over 68 years. We are a leader in the healthcare industry, with a strong presence in 15 states, the District of Columbia, Puerto Rico, and the Virgin Islands. Our commitment to innovation, excellence, and customer satisfaction has earned us a reputation as a trusted partner in the industry.

Job Summary

As a Manager in our Customer Operations Federal Programs team, you will be responsible for leading a high-performing team of customer service representatives, supervisors, and other support staff. Your primary focus will be on managing daily operations, driving strategic goals, and ensuring service excellence by meeting or exceeding key performance indicators (KPIs). You will also be responsible for 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 a high-performing team. - 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 knowledge of contact center operations, including customer service, quality assurance, and performance metrics. - Ability to adapt to changing technology and industry trends.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Manager in our Customer Operations Federal Programs team, you will have access to a range of training and development opportunities, including: - Leadership development programs to help you build your skills and advance your career. - Training and development programs to help you stay up-to-date with the latest industry trends and technologies. - Mentorship opportunities to help you build your network and gain valuable insights from experienced professionals. - Opportunities to participate in cross-functional projects and initiatives to help you develop your skills and build your network.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that is committed to delivering exceptional customer experiences and driving business growth. As a Manager in our Customer Operations Federal Programs team, you will be part of a high-performing team that is dedicated to excellence and innovation. Our company culture is built on the following values: - Customer-centricity: We are committed to delivering exceptional customer experiences and building strong relationships with our customers. - Innovation: We are a forward-thinking organization that is committed to innovation and excellence. - Collaboration: We believe in the power of collaboration and teamwork to drive business growth and deliver exceptional results. - Diversity and inclusion: We are committed to building a diverse and inclusive workplace that reflects the communities we serve.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes: - A competitive salary and bonus structure. - Comprehensive benefits package, including medical, dental, and vision coverage. - 401(k) plan with robust matching and non-matching contributions. - Paid time off and holidays. - Opportunities for career growth and advancement. - A dynamic and fast-paced work environment with a team of dedicated professionals.

How to Apply

If you are a motivated and results-driven professional who is passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We look forward to hearing from you! Apply To This Job Apply for this job