Experienced Call Center Customer Service Manager - Leading High-Performing Teams in a Dynamic Healthcare Environment at blithequark

Transforming Healthcare through Exceptional Customer Service Leadership

At blithequark, we're revolutionizing the way healthcare is delivered by putting our heart into every moment of your health. Our purpose is clear: to make healthcare more personal, convenient, and affordable. As a leader in the industry, we're committed to fostering a culture that empowers our colleagues to innovate and drive solutions that truly make a difference.

We're seeking an exceptional Manager of Call Center Customer Service to join our Services & Benefits division at blithequark. As a seasoned professional with a passion for developing high-performing teams and driving results, you'll play a pivotal role in the operational success of our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business. Your leadership will directly contribute to achieving performance guarantees, service levels, and customer satisfaction.

About the Role

This is a remote role that requires flexibility to work during call center hours (8:00 am - 11:00 pm EST, 7 days a week). As the Manager of Call Center Customer Service, you'll be responsible for leading a team of front-line supervisors and dedicated agents, driving colleague engagement initiatives, and ensuring the achievement of performance guarantees.

Key Responsibilities

• Team Leadership: Lead a team of front-line supervisors and dedicated agents, managing performance, resolving colleague relations issues, and ensuring the achievement of performance guarantees.
• Colleague Engagement: Drive colleague engagement initiatives to create a positive work environment and support leadership and colleague development.
• Issue Resolution: Act as the point of contact for escalated customer issues, 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 and ensure ongoing training sessions.
• 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.

Essential Qualifications

• 3+ years of exceptional leadership and collaboration skills.
• 3+ years of proven 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.
• 3+ years of demonstrated leadership experience in managing Contact Center operations on a large scale in a highly competitive multi-unit environment.
• 3+ years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies.
• Ability to travel up to 25%.
• Bachelor's degree and/or equivalent experience in Business, Management, or a related field.

Preferred Qualifications

• Expertise in Healthcare, Medicare, Managed Care Organizations, or Customer Service.
• Experience working with third-party BPO vendors.
• Previous demonstrated experience in managing a geographically and functionally diverse team.
• Excellent supervisory skills, including customer service skills.
• Strategic thinker with a focus on continuous improvement.
• Excellent time management and organizational skills.
• Strong quantitative/analytical skills and project management skills.
• Strong verbal and written communication skills and ability to communicate with all levels of the organization.
• Proficiency in Windows and MS Office Suite.
• Bilingual in Spanish.
• Master's degree preferred.

What We Offer

At blithequark, we offer a comprehensive range of benefits, including:

• Competitive compensation package with a pay range of $54,300 - $145,860.
• Bonus, commission, or short-term incentive programs.
• Full range of medical, dental, and vision benefits.
• 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Fully-paid term life insurance plan and short-term and long-term disability benefits.
• Numerous well-being programs, education assistance, and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Career Growth Opportunities

At blithequark, we're committed to fostering a culture that supports career growth and development. As a Manager of Call Center Customer Service, you'll have opportunities to:

• Develop your leadership skills and expertise.
• Drive business results and contribute to the achievement of performance guarantees.
• Collaborate with cross-functional teams to implement process improvements.
• Stay up-to-date with industry trends and best practices.

Our Culture

At blithequark, we're passionate about creating a culture that puts our heart into every moment of your health. Our Heart At Work Behaviors guide our commitment to delivering enhanced human-centric healthcare. We value:

• Colleague engagement and development.
• Innovation and continuous improvement.
• Customer-centricity and empathy.
• Collaboration and teamwork.

Join Our Team

If you're a seasoned professional with a passion for developing high-performing teams and driving results, we encourage you to apply for this exciting opportunity to join our team at blithequark. With a comprehensive range of benefits, career growth opportunities, and a culture that puts our heart into every moment of your health, we're confident that you'll thrive in this role.

Don't miss this chance to make a meaningful impact in the healthcare industry. Apply now to become a part of our dynamic team!