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!
Apply Now