Asst. Manager - Call Center - Insurance/TPA

Job Purpose

Responsibilities And Duties

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed. And service targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Review reports and historical trend analyses of key customer care data; service level targets, abandon rates, average handle times, occupancy, adherence, and attendance.
• Establishes and monitors supervisory team member's performance against established goals and takes appropriate action when necessary.
• Ensures a safe and fun work environment.
• · Identify talent development opportunities and create customized learning paths to address individual development requirements.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• · Real Time management of queues including agent adherence.
• · Enforce rules, regulations, and procedures in accordance with applicable protocols and policies.
• · Responsible for the daily operations and management of all members’ interactions with the customer care department including telephone calls, online chat/ WhatsApp chat, emails, and tickets.
• · Monitors inbound/outbound call activities and manages escalations.
• Oversee the day-to-day activities of Telephone supervisors and indirectly, Team Leads
• Manage the production floor when on duty, including overseeing all Floor Operations activity.
• Analyzes workflow demands and establishes staffing levels to ensure service level agreements are exceeded. Analyze call center staffing, metrics, and performance to ensure proper staffing and scheduling are commensurate with service-level goals daily, weekly, and monthly.
• Staff Resource Planning in partnership with HR/Workforce
• Earn the confidence of others through open communication and respectful behavior.
• Consistently and proactively identifies any repetitive operational or technology concerns and works towards resolution.
• Develop and maintain post-call surveys; regularly analyze post-call survey results and prepare recommendations based on member’s feedback.
• · Works with the customer care unit head to establish & execute on operating procedures
• · Manages the employment process for the Customer care unit.
• · Coaching, and leading the customer care supervisors as they provide support for customers and their agents.
• · Hire, train, prepare, and motivate their staff members to provide excellent service to members.
• S/he will set objectives, analyze call center metrics, ensure that the staff meet goals, and provide reliable, efficient support for clients and members.
• · Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by officers /Supervisors.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Preparing reports and analyzing customer care unit data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Participate in weekly/monthly deployment reviews related to new platform features & products and manage the coordination & implementation new features within the Customer care unit.
• Develop partnerships and communicate regularly with other stakeholders, including IT, authorization, Network, policy Admin, Compliance, Quality and Operations and other units.
• Monitor progress and achievement through performance metric reports and take corrective action as appropriate and in a timely manner and create a performance culture with focus on continuous development and improvement in a goal setting environment.
• Lead quality efforts to maximize customer contact performance and productivity via current and future customer touch points.
• Lead process improvement to reduce risk, increase efficiency, lower cost and improve performance.
• Identifies underperforming areas and inefficient processes and develops strategies to gain improvement and communicate recommendations to respective departments.
• Identify areas of improvement in the department and assist in creating and implementing solutions.
• Serve as the primary contact for root cause analysis, process changes, and quality audits.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Ensuring we have appropriate staff as we implement clients and assist in development of the training plan so agents can be successful when placed on new accounts.
• Oversee and ensure conflict resolution between associates and customers.
• Ensure that all employees follow the company's best practices for call center management and operations.
• Communicate company goals to associates so every employee understands his or her role.
• Drive Continuous Improvement of the Performance of all Team Members on the customer care team through:
• Development of a Performance Management plan that includes the motivational and corrective action processes to ensure continuous improvement. Coach and Counsel Employees as required by the plan.
• Work with Supervisors and Team Leads and agents to improve the associate’s performance and ongoing development. This includes ensuring that all Team Members have monthly performance reviews that include coaching for Quality, Efficiency, Schedule Adherence and Attendance,
• Performing one-on-one mentoring sessions with Supervisors and Team Leads and agents whenever it is required,
• Development, maintenance, and analysis of Performance Management Reporting and take appropriate action to ensure that challenges are addressed.
• Drive individual Team Member motivation to improve Performance through competitions,
• · Ensure continued Service Excellence by:
• 1.
• Partnering with Operations/Quality Management to ensure Quality Monitoring and Scoring/WFO system is effective, and expectations are aligned.
• 2.
• Develop a culture where training and development are part of the team,
• 3.
• Establishing and implementing departmental policies, goals, objectives, and procedures, to organizational members as necessary.
• 4.
• Handling escalated calls as needed in support of Supervisors, Team Leads and associates.
• 5.
• Acting as Subject Matter Expert for Senior Leadership as needed to support the team.
• 6.
• Partnering with the Training team to develop and implement necessary on-going individual and group training sessions.
• 7.
• Performance Data Analysis and Action Plan: By studying performance data and create action plans to improve key performance indicators such as AHT (Average Handle Time), Quality Assurance, Absenteeism, and CSTA (Customer Satisfaction,).

KNOWLEDGE, SKILLS, Abilities AND EXPERIENCE