Experienced Customer Service Manager – Call Center Operations and Team Leadership

At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing innovative and accessible health insurance solutions. Our mission is to empower individuals and families to live healthier, happier lives. As a fast-growing organization, we're seeking an exceptional Customer Service Manager to lead our call center team and drive performance improvements.

About arenaflex

arenaflex is a dynamic and forward-thinking organization that's passionate about delivering exceptional customer experiences. Our team is committed to fostering a culture of innovation, collaboration, and continuous learning. We believe that everyone deserves access to high-quality, affordable healthcare, and we're dedicated to making that a reality.

Job Summary

We're seeking an experienced Customer Service Manager to oversee the day-to-day operations of our call center. As a key member of our team, you'll be responsible for developing and executing strategies to enhance call center efficiency and performance. You'll work closely with our VP of Client Experience to ensure seamless customer interactions, drive results, and build a high-performing team.

Responsibilities

As a Customer Service Manager at arenaflex, you'll be responsible for:

• Reporting directly to the VP of Client Experience
• Overseeing and managing the daily operations of the call center
• Developing and executing strategies to enhance call center efficiency and performance
• Ensuring customer interactions are handled promptly and professionally
• Monitoring and analyzing call center metrics, identifying opportunities for improvement
• Recruiting, training, and mentoring call center agents to build a high-performing team
• Motivating, engaging, and supporting the call center staff to drive results
• Managing the call center budget and optimizing resources effectively
• Leveraging Amazon Connect to streamline call routing, customer engagement, and reporting processes
• Collaborating with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling
• Troubleshooting and resolving any issues related to Amazon Connect, collaborating with IT and AWS support as needed
• Staying informed on the latest Amazon Connect features and functionality for optimal use
• Collaborating with other departments to ensure a seamless and consistent customer experience
• Other duties as assigned by your manager

Requirements

To be successful in this role, you'll need:

• 5+ years of experience in a call center management role, preferably within the health insurance industry
• Expert knowledge of Amazon Connect
• Experience working in a remote environment and managing a "remote" team
• Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams
• Ability to work independently and as part of a team
• Proven track record of success in managing and improving call center operations
• Experience working in a fast-paced, high-functioning environment
• Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations

Perks and Compensation

As a valued member of our team, you'll enjoy:

• Full-time / Exempt position
• Salary Range: $75,000 to $80,000
• Travel: 5%
• Internet Reimbursement
• Cellular Reimbursement
• Fully Remote / Work from the comfort of your home!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met

Physical Requirements

This role requires:

• Prolonged periods sitting at a desk and working on a computer per day
• Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
• Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
• Visual ability is sufficient to read and produce printed material and information displayed on a computer screen

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving performance improvements, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. Apply Job! Apply for this job