Manager Call Center Services

Profile

HealthPlanOne, which is comprised of ****and ****offers individual & family (IFP), Medicare supplement and Medicare Advantage plans from the top national insurance companies. We strive to put the customer in the highest quality product that best fits their financial and health care needs. Through our digital marketing, proprietary exchange technology and Tampa-based call center operations, HPO assists health plans acquire incremental membership on a cost effective basis.
The Manager, Call Center Services will have overall responsibility to achieve performance metrics, operational goals, and developing and maintaining solid client relationships. This position is accountable for program implementation, day to day account management and meeting contractual Service Level Agreements (SLA’s) within the contact center. This individual will also have the responsibility of overseeing the agents assigned to each account and ensuring that agreed upon service levels and sales goals are obtained.
Responsibilities:
Ability to effectively communicate with clients
Lead meetings both internal and external
Ensure clients brand is protected
Manage agent work force and ensuring SLA’s and sales goals are met
Effective and timely communication of Marketing efforts by Client to staff
Foster an environment of high performance and accountability at all levels of the organization;
Develop strong working relationships with employees across the organization and holds regular meetings or other communication to keep key staff updated;
Promote and ensure a high level of morale, setting a high standard for teamwork and results;
Focus on continuous improvement within service goals daily and evaluate program performance by analyzing results, making recommendations on program changes and/or enhancements, and providing value-added enhancements and services;
Assist Agents with health insurance and Medicare product specific questions
Live monitoring of calls to evaluate skills of all health insurance and Medicare Sales Agents
Understand and adhere to all Company, Carrier and/or CMS related policies and procedures
Ensure proper staffing and ability to quickly react to peaks in call volume that occur
Coordinate Call Callibration sessions to drive quality
Drive Secret Shopper initiative to exceed Client Stars expectation
Responsible for the hiring of new employees and working thru the corrective action process with those employees that warrant
Work to ensure CMS compliance standards are met / exceeded and Secret Shopper calls are handled in a way that trends towards 5 stars.
Job Requirements:
5 years relevant work experience
Medicare and or health insurance experience required
Call Center Management required
Understand call center terminology
Bachelor’s Degree strongly preferred
Must be a proactive, hands-on leader with a proven strategic vision who will drive operational performance with a high degree of accountability and integrity
A strong sense of urgency and focus on execution.
Ability to create and motivate a team-oriented, collaborative environment
Excellent interpersonal skills with ability to interact professionally and maintain working relationships
Excellent written and oral communication skills
Exceptionally self-motivated and directed
Keen attention to detail
Ability to work under pressure in a fast-paced environment while maintaining a high level of professionalism and organizational skills
Please submit your cover letter and résumé to: ****

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