Customer Care Manager

JOB OVERVIEW:
The Customer Care Unit’s primary purpose is to satisfy agents, brokers and insurance carriers with the quality of service received by responding courteously and accurately to all phone and emails inquiries relating to medical records, MVR, PHI and Exam issues.
The Customer Care Manager is responsible for providing leadership support to a team of Customer Care Representatives and Supervisors. The Manager will be required to provide effective, motivational leadership and coaching to achieve service and operational key performance indicators.
MAJOR RESPONSIBILITIES INCLUDE:
Leading and motivating a team of hourly full and part time Customer Care Representatives in a call center environment
Scheduling Customer Care Representatives to ensure optimum phone coverage in order to meet service level objectives and metrics
Taking escalated calls from brokers, agents and insurance customers
Holding the Customer Care Representatives accountable for attainment of call center metrics and make recommendations to the VP regarding performance appraisals, salary increases or other HR matters
Developing policies, procedures, and escalated issue resolution paths to ensure customer satisfaction
Developing and revising operational service level agreements to ensure internal service levels are achieved and communications remain open between departments
Coaching and developing the Customer Care team
REQUIREMENTS
REQUIRED SKILLS:
Proven leadership ability with a track record of getting results by managing people effectively, accurately assessing the strengths and weaknesses of others and assembling, deploying, empowering, and inspiring the right talent, at the right time, to get the job done right.Strong organizational, planning and communications skillsAbility to make decisions in the best interest of the company while managing customer expectations and satisfactionUnderstanding of/ability to report on call center performance metricsProven experience to handle multiple assignments and handle stressful situations in a fast paced work environmentAbility to convey thoughts (orally and written) in a clear, concise, and timely manner appropriate for the audience
QUALIFICATIONS:
BS/BA degree and/or 2-4 years call center management experience including knowledge of call center industryWorking knowledge of IVR functionality and skill based call routingExperience as a professional leader within an organization
Strong PC skills (e.g., Word, Excel, Powerpoint)Knowledge of Human Resource policies and proceduresExperience leading personnel toward the attainment of exceptional performance resultsBasic knowledge and experience in life insurance industry desired, but not requiredEMSI is an Equal Opportunity Employer M/F/D/V