Are you a results-driven leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join arenaflex as the Manager of Call Center Customer Service, where you'll play a pivotal role in shaping the future of customer service and driving operational excellence.
At arenaflex, we're committed to transforming the healthcare industry by delivering innovative, patient-centric solutions that make a meaningful difference in people's lives. Our purpose is simple yet powerful: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, and we're dedicated to creating a culture that's guided by our Heart At Work Behaviors.
**About the Role**
As the Manager of Call Center Customer Service, you'll be responsible for leading a team of front-line supervisors and dedicated agents who are passionate about delivering exceptional customer experiences. You'll play a critical role in driving operational success, achieving performance guarantees, and ensuring customer satisfaction across our Over-the-Counter Health Solutions, ExtraCare, and ExtraCare Plus lines of business.
**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, support leadership and colleague development, and foster a culture of collaboration and teamwork.
* **Issue Resolution**: 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.
* **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, ensuring ongoing training sessions to keep colleagues informed about changes in products, services, and procedures.
* **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, and collaborate with Vendor Management and third-party vendors to achieve and maintain performance goals.
**Requirements**
* 3+ years of exceptional leadership & 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' 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
* Ability to travel up-to-25%
**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
* Communication and leadership skills in leading and motivating a growing and changing service operation
* Strong quantitative/analytical skills and project management skills
* Strong verbal and written communication skills and ability to communicate with all levels of the organization
* Experience adapting to change, perform critical analysis, plan, organize and evaluate effectively
* Experience with sharing performance feedback to employees
* Proficiency in Windows and MS Office Suite
* Bilingual in Spanish
**Education**
* Bachelor's degree and/or equivalent experience in Business, Management, or related field
* Master's degree preferred
**Compensation and Benefits**
* The typical pay range for this role is: $54,300.00 - $145,860.00
* This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls
* The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors
* This position is eligible for a arenaflex bonus, commission or short-term incentive program in addition to the base pay range listed above
* arenaflex offers a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.
**Work Environment and Culture**
* This is a remote role, with flexible scheduling to accommodate call center hours (8:00am-11pm EST)
* arenaflex is committed to creating a culture that's guided by our Heart At Work Behaviors, where every colleague feels empowered to make a meaningful contribution
* We're a dynamic, fast-paced organization that's passionate about delivering exceptional customer experiences and driving operational excellence
**How to Apply**
If you're a results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application by [insert deadline]. We can't wait to hear from you!